Route voice calls to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create or change queues: |
Customize Application AND Manage Public List Views |
| To view channels: | View Setup and Configuration |
- Set Up Queue-Based Routing for Calls
Set up queue-based routing to route calls to a queue. - Set Up Queues for Calls
Create queues to route calls and voicemails to. - Add a Queue in the Contact Center
Add queues to manage calls for the contact center. For example, you can add a separate queue for product support calls and another for sales calls. - Map Your Salesforce Queues to Telephony Provider Queues
To route calls to a contact center queue, map the Salesforce queue to the telephony provider queue. Although you can define the routing logic using Salesforce queues, the routing actually takes place in the telephony system using the telephony provider queues. To ensure that calls are routed correctly, map the queues. Calls assigned to an unmapped queue aren’t routed at runtime. - Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups
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. - Messaging Queue Support for Amazon Connect Contact Center Groups
When you add or remove queues from a contact center group, Salesforce automatically updates the associated Amazon Connect routing profile with the correct Voice, Chat, or both channels based on the queue’s supported objects.