---
schema_version: "1"
id: 41660a3c77eebd103da6f583cb8c33945a4464aa7fffd38c80edbae019f798ba
title: Disable Omni-Channel Unified Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_omni_unified_routing_disable.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_disable.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 94756e421ad81c59de498ccf802f80fc8944510806bcd5c7ef4ed5488dc3b917
description: Disable Omni-Channel Unified Routing for voice calls so that your telephony partner routes calls instead. Because Salesforce doesn’t support the use of external routing and Unified Routing with Omni-Channel in the same contact center, there’s no hybrid way to use different routing types in your contact center.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Disable Omni-Channel Unified Routing

Disable Omni-Channel Unified Routing for voice calls so that your telephony partner routes calls instead. Because Salesforce doesn’t support the use of external routing and Unified Routing with Omni-Channel in the same contact center, there’s no hybrid way to use different routing types in your contact center.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect

<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.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64419e73">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64419e73 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64419e73 ">Customize Application AND Manage Call Centers</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64419e73 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64419e73 ">Salesforce Voice Contact Center Admin</td>

          </tr>
        </tbody>
      </table>

![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 Skill-based routing for voice calls is available only with Omni-Channel Unified Routing.

## Disable Unified Routing in Salesforce

Start the process of rolling back Unified Routing configuration in Salesforce.

1. To edit the routing configuration you used for Omni-Channel Unified Routing, from Setup, in the Quick Find box, enter `Routing Configurations` and select **Routing Configurations**. Set the Routing Model to **External Routing**.
2. Return to the Quick Find box in Setup and enter `Amazon Contact Centers`. Select your contact center.
3. Assign queues to routing profiles and routing profiles to users, as needed. This can be done by updating [contact center groups](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5 "If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales.") in Salesforce and assigning to contact center users or by taking associated steps in Amazon Connect.
4. In the Contact Center Details section, click **Disable Unified Routing**.

## Disable Unified Routing in Amazon Connect

Finish rolling back Unified Routing configuration in Amazon Connect.

1. To go to the Amazon Connect Admin Dashboard associated with your contact center, navigate to the Contact Center Details section in Salesforce and click **Telephony Provider Settings**.
2. In the navigation window, select **Users** and then select **User management**. Edit all users to disable **Auto-acccept calls**. To update multiple users at the same time, download, modify and upload users in a bulk process.
3. In the navigation window, select **Routing** and then select **Flows**. Revert any changes to flows that you made to use Omni-Channel Unified Routing. Check that all your main flows and subflows don’t have a routing criteria block. Update the Set working queue blocks by agent or queue as needed.
4. To support call transfers, update and add quick connects. In the navigation window, select **Routing** and then select **Quick connects**.
    1. To support transfers to Omni-Channel flows, edit the Quick Connect for Omni-Channel Flow Transfers quick connect to change the **Flow** to Sample SCV Transfer Flow For Omni-Channel Transfers.
    2. To transfer to users or queues, create quick connects.
    3. Add your quick connects to corresponding queues under the Quick connect section.
5. In the navigation window, select **Channels** and then select **Phone numbers**. Confirm that your phone numbers are associated with Amazon Connect flows that aren’t specific to Omni-Channel Unified Routing.
6. Leave the predefined attribute you created for Unified Routing. It doesn’t apply to other types of routing, so you don’t have to delete it.