Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) supports multiple telephony systems. Although your contact center
supervisors and reps interact with customers using Salesforce, the underlying telephony provider
manages and routes the calls. To ensure that Salesforce and your telephony provider are in sync,
setup includes mapping Salesforce components to the corresponding telephony system
components.
Required Editions
For instance, to route calls to a contact center queue, map the Salesforce queue
to the telephony provider queue. Although you can define the routing logic
using Salesforce queues, the routing actually takes place in the telephony
system using the telephony provider queues. To ensure that calls are routed
correctly, map the queues. Calls assigned to an unmapped queue aren’t routed
at runtime.
Because the components are mapped, changes to Salesforce components are also made to the
corresponding telephony system components. For instance, when a rep changes their status in
Salesforce, their status is also changed in the telephony system.
