---
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title: Routing Work When the Omni-Channel Routing Service Is Unavailable
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_routing_with_service_degradation.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_with_service_degradation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6a472d610abf161611c210e38534a8cbf7cb8ba6926f88ebef3254d0d951151f
description: If the Omni-Channel routing service becomes unavailable and fails to route work to support reps, you have options to address this situation. You can wait for Salesforce to resolve the issue or implement a temporary solution.
products:
  - Service Cloud
release: "264"
---
# Routing Work When the Omni-Channel Routing Service Is Unavailable

If the Omni-Channel routing service becomes unavailable and fails to route work to support reps, you have options to address this situation. You can wait for Salesforce to resolve the issue or implement a temporary solution.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><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>

To get started and determine whether one of these temporary solutions can work for you, log a case with Salesforce Customer Support.

- Wait until the issue is resolved. When you log a case, Salesforce Customer Support informs you when the routing service is available.
- Use Omni-Channel Fallback Mode to continue routing work with an External Routing model, such as voice calls. Fallback Mode provides limited support for Enhanced Omni-Channel only.
- Downgrade Enhanced Omni-Channel to Standard Omni-Channel to route work. Because these versions of Omni-Channel run independently, it’s possible that one works when the other doesn’t.

#### See Also

- [Knowledge Article: Routing Work with Omni-Channel Fallback Mode](https://help.salesforce.com/s/articleView?id=002186102&type=1&language=en_US)
- [Knowledge Article: Considerations for Downgrading Omni-Channel from Enhanced to Standard](https://help.salesforce.com/s/articleView?id=002186101&type=1&language=en_US)