---
schema_version: "1"
id: 1aed28a6a6e33710846f268db8e1977019cf464c61fc7a9dff8323dd7b6dc40c
title: Set Up Queue-Based Routing for Calls
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_queue_routing_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_queue_routing_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c58801b9f5c2cdcd8c37d0222c562bbb3bf85e07bda7c0be07021d48d3fdbdea
description: Set up queue-based routing to route calls to a queue.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Queue-Based Routing for Calls

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

### 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>

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

1. 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.
2. Under Contact Center Channels, click **Add** to add a phone channel. Or find and edit the existing phone channel in the list.
3. In the channel’s action menu, select **Edit** to view your channel’s routing settings and update them if needed.
    
    ![Add a contact center channel and specify routing modal.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_phone_channel_modal.png)
4. 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.
5. Save your changes.

#### See Also

- [Create a Default Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_default_phone_channel.htm&release=264.0.0&type=5 "To consistently manage incoming calls, create a default phone channel and associate it with a flow to process all incoming calls before routing them to call center queues. You can also use a default phone channel to link outbound calls to an End User record.")