---
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title: Unified Routing for Partner Telephony
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omni_unified_routing_byot.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omni_unified_routing_byot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 52741b576cc82e449727d89b7504ea3216a2afcb8db4ba6472c56b4b12163eb5
description: Unified routing for a contact center allows Salesforce to handle the routing of inbound and outbound voice calls, and call transfers to the reps using Omni-Channel flow. By consolidating all the routing within Salesforce, unified routing provides a single source of truth for agent capacity, enabling optimized workload distribution and prioritized handling of voice calls. This consolidated routing ensures reduced wait times, improved agent productivity, and a more seamless Omni-Channel experience. You can use unified routing only if your telephony provider supports it.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Unified Routing for Partner Telephony

Unified routing for a contact center allows Salesforce to handle the routing of inbound and outbound voice calls, and call transfers to the reps using Omni-Channel flow. By consolidating all the routing within Salesforce, unified routing provides a single source of truth for agent capacity, enabling optimized workload distribution and prioritized handling of voice calls. This consolidated routing ensures reduced wait times, improved agent productivity, and a more seamless Omni-Channel experience. You can use unified routing only if your telephony provider supports it.

This article applies to Salesforce Voice with Partner Telephony.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note To use unified routing, you must enable [Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&type=5&language=en_US). Also, to use unified routing for partner telephony, you must set the [ConversationVendorInfo.VendorType](https://developer.salesforce.com/docs/atlas.en-us.260.0.object_reference.meta/object_reference/sforce_api_objects_conversationvendorinfo.htm) as ServiceCloudVoicePartner.

- **[Set Up Omni Flow](https://help.salesforce.com/s/articleView?id=service.voice_setup_uni_rout_byot.htm&release=264.0.0&type=5)**  
    Before enabling unified routing for a contact center, make sure that you set up an omni flow.
- **[Configure Unified Routing For Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_config_uni_rout.htm&release=264.0.0&type=5)**  
    Use the unified routing option in the contact center details page to enable or disable unified routing for the contact center.
- **[Limitations of Unified Routing for Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_limitations.htm&release=264.0.0&type=5)**  
    Consider the limitations when you set up and use unified routing for partner telephony.

#### See Also

- [_Salesforce Help_: Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_intro.htm&language=en_US)
- [_Salesforce Help_: Add Callers or Transfer Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&language=en_US)
- [_Salesforce Help_: Route to an Agent](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_agent_target.htm&language=en_US)
- [_Salesforce Help_: Route to a Skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_how_it_works.htm&language=en_US)
- [_Salesforce Help_: Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&language=en_US)