Reduce long transfer destination lists when reps need to transfer a call quickly. Choose whether to show all profiles, queues, and flows or just show some. This feature is available for contact centers that use Omni-Channel Unified Routing to route voice calls.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
| View supported editions |
| User Permissions Needed | |
|---|---|
| To set up Presence Configuration: | Customize Application |
For voice calls routed with Omni-Channel Unified Routing, admins can select Transfer Destinations settings for profiles, queues and Omni-Channel flows. If no settings are selected under Transfer Destinations, by default the transfer list shows all profiles, queues, and flows.
Before you begin:
- Configure Omni-Channel Unified Routing for a contact center.
- Set up transfer for voice calls with Omni-Channel Unified Routing.
-
In Setup, enter
Presence Configurationsand select Presence Configurations. - Locate the presence configuration that you’d like to customize, and click Edit.
- Go to the Transfer Destinations section.
- To offer all profiles, queues, and flows to your service reps, select Select all profiles, Select all queues, and Select all flows.
- To make only some transfer destinations available to service reps, highlight the profile, queue, or flow in the Available box, then click Add to move it to the Selected box.
- Save your changes.