---
schema_version: "1"
id: 638d07f41d4be3afb425938d029ab4da0ea219f2af99341329c19922373edcea
title: Route Calls to Queues
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_route_queues.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_route_queues.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 086085026687c40f67481b6cf0bbcb8a5df1496b2c9e4268679eb83f4ccbdf15
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Route Calls to Queues

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

<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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22493e60">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22493e60 ">To create or change queues:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22493e60 ">
              <p>Customize Application</p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">Manage Public List Views</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22493e60 ">To view channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22493e60 ">View Setup and Configuration</td>

          </tr>
        </tbody>
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1. **[Set Up Queue-Based Routing for Calls](https://help.salesforce.com/s/articleView?id=service.voice_queue_routing_setup.htm&release=264.0.0&type=5)**  
    Set up queue-based routing to route calls to a queue.
2. **[Set Up Queues for Calls](https://help.salesforce.com/s/articleView?id=service.voice_queue_setup.htm&release=264.0.0&type=5)**  
    Create queues to route calls and voicemails to.
3. **[Add a Queue in the Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_add_queues_to_contact_center.htm&release=264.0.0&type=5)**  
    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.
4. **[Map Your Salesforce Queues to Telephony Provider Queues](https://help.salesforce.com/s/articleView?id=service.service_map_queues.htm&release=264.0.0&type=5)**  
    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.
5. **[Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)**  
    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.
6. **[Messaging Queue Support for Amazon Connect Contact Center Groups](https://help.salesforce.com/s/articleView?id=service.voice_messaging_queue_sync.htm&release=264.0.0&type=5)**  
    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.