---
schema_version: "1"
id: d8a872733940269019f11c6403f8922b0e3ae8ce0c00dc809b7f479258bf43c7
title: Assign an Omni-Channel Flow to a Phone Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_route_calls_with_omni_flow.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_route_calls_with_omni_flow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ad609970369085e0c5cb5e95be979fa6886d3924f0526add1386ae5818f13a0d
description: Your contact center can have multiple phone channels that your customers can call, such one for Support and another for Sales. Each channel has its own phone number. To route calls in a phone channel, create the channel in the contact center and then specify the routing method for the channel. To dynamically route calls with an Omni-Channel flow, assign the flow to the channel.
products:
  - Service Cloud
release: "264"
---
# Assign an Omni-Channel Flow to a Phone Channel

Your contact center can have multiple phone channels that your customers can call, such one for Support and another for Sales. Each channel has its own phone number. To route calls in a phone channel, create the channel in the contact center and then specify the routing method for the channel. To dynamically route calls with an Omni-Channel flow, assign the flow to the channel.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

This article applies to Salesforce Voice with Partner Telephony, Salesforce Voice with Amazon Connect, and Salesforce Voice with Partner Telephony with Amazon Connect.

1. From Setup in the Quick Find box, enter Voice, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony system.
2. Click the contact center.
3. Under Contact Center Channels, click **Add** to add a phone channel. You can also edit an existing channel.
    
    ![The Contact Center Channels section shows all phone channels for the contact center.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_voice_channel_setup.png)
4. Enter the channel properties.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:50%">
              <col style="width:50%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19517e109">Property</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19517e112">Description</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Property" class="slds-cell-wrap" style="vertical-align:top;" headers="d19517e109 ">Channel Name</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19517e112 ">The name of the phone channel.</td>

              </tr>
              <tr class="">
                <td data-label="Property" class="slds-cell-wrap" style="vertical-align:top;" headers="d19517e109 ">Phone Number</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19517e112 ">The phone number that customers call to contact you on this
                  channel.</td>

              </tr>
              <tr class="">
                <td data-label="Property" class="slds-cell-wrap" style="vertical-align:top;" headers="d19517e109 ">Routing Type</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19517e112 ">
                  <ul>
                    <li>To route calls to a queue, select <strong class="uicontrol">Queue</strong>, and then
                      select the queue. </li>

                    <li>To dynamically route calls using an Omni-Channel flow, select
                      <strong class="uicontrol">Omni-Channel Flow</strong>, and then select the flow and
                      fallback queue. If the flow fails to route the call, the call is routed to
                      the fallback queue. An API call sends routing instructions to the partner
                      system or to the Omni-Channel routing engine to route calls.
                    </li>

                    <li>To not specify a routing method for the contact center channel, select
                      <strong class="uicontrol">None</strong>. You might also choose this option to route
                      calls using the <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_omniflow_execute.htm" target="_blank">Execute Omni-Channel Flow API</a>. If no
                      routing instructions are provided, the calls to this channel fail.
                    </li>

                  </ul>
                </td>

              </tr>
            </tbody>
          </table>
    
    ![Channel properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_voice_channel_properties2.png)
5. Click **Save**.