---
schema_version: "1"
id: c59fd4f279e5c6e785b220abe2e0085bd2d3c734eb11c9b51b0d10130691a855
title: Customize Transfer Destinations for Reps with 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_transfer_destination.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_transfer_destination.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7c471a54a52c6bfbdb98018153eb4f3c26cb533063f6523780452a9479452cf6
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Customize Transfer Destinations for Reps with Omni-Channel Unified Routing

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

<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>

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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d116719e74">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d116719e74 ">To set up Presence Configuration:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d116719e74 ">Customize Application</td>

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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.

1. In Setup, enter `Presence Configurations` and select **Presence Configurations**.
2. Locate the presence configuration that you’d like to customize, and click **Edit**.
3. Go to the Transfer Destinations section.
4. To offer all profiles, queues, and flows to your service reps, select **Select all profiles**, **Select all queues**, and **Select all flows**.
5. 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.
6. Save your changes.

#### See Also

- [Configure Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&release=264.0.0&type=5 "Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only.")
- [Unified Routing for Partner Telephony](https://help.salesforce.com/s/articleView?id=service.omni_unified_routing_byot.htm&release=264.0.0&type=5 "Unified routing for a contact center allows Salesforce to handle the routing of inbound and outbound voice calls, and call transfers to the reps using Omni-Channel flow. By consolidating all the routing within Salesforce, unified routing provides a single source of truth for agent capacity, enabling optimized workload distribution and prioritized handling of voice calls. This consolidated routing ensures reduced wait times, improved agent productivity, and a more seamless Omni-Channel experience. You can use unified routing only if your telephony provider supports it.")
- [Transfer Voice Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_transfer.htm&release=264.0.0&type=5 "Transfer voice calls from one rep to a rep, queue, or Omni-Channel flow. Transferring to a flow allows you to use complex business logic and skill-based criteria within the flow to determine the next transfer target. Use Salesforce for last-mile routing with Omni-Channel Unified Routing instead of routing calls with Amazon Connect.")