Set Up Queue-Based Routing for Calls

Set up queue-based routing to route calls to a queue.

This article applies to:

You must create your queue and associated routing configuration prior to setting up call routing to a queue.

From Setup in the Quick Find box, enter Voice, and then select Amazon Contact Centers or Partner Telephony Contact Centers, depending on your telephony system.
Under Contact Center Channels, click Add to add a phone channel. Or find and edit the existing phone channel in the list.
In the channel’s action menu, select Edit to view your channel’s routing settings and update them if needed.
To route this phone channel’s calls to a specific queue, select Queue in the Call Routing Type field, and then enter the name of the Salesforce queue you want to route calls to.
Save your changes.