---
schema_version: "1"
id: 15259a19ced742ce94ed2ca290cdf35f0d9b5e61cf4a6ece176aa3acdc45fb0e
title: Set Up Omni Flow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_uni_rout_byot.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_uni_rout_byot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0c62655c3ad72dec6acf16e24fbfa09216b0d24a01221a4488f66d8fc1464b89
description: Before enabling unified routing for a contact center, make sure that you set up an omni flow.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Omni Flow

Before enabling unified routing for a contact center, make sure that you set up an omni flow.

This article applies to:

- Salesforce Voice with Partner Telephony

1. [Verify that Omni-Channel is enabled](https://help.salesforce.com/s/articleView?id=service.voice_omni_channel_enable.htm&language=en_US&type=5).
2. Verify that you have a service channel for routing voice calls, or [Create a Service Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&language=en_US) for routing voice calls.
3. In the Quick Find box in Setup, enter Routing Configurations. [Define a Routing Configuration](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&language=en_US), or edit an existing routing configuration. Set Routing Model to Most Available or Least Active. The External Routing selection isn’t compatible with Unified Routing.
4. Return to the Quick Find box in Setup and enter Queues. [Create a Salesforce queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) with Voice Call as a Supported Object. Associate the queue with the routing configuration.
5. If contact center requires additional queues, create them.
6. In the contact center details page, under Contact Center Queues, add the queues you created to the contact center.
7. (Optional) Go to the Contact Center Groups section and [add a new contact center group to the Routing Profile](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&type=5&language=en_US). Associate all queues from the contact center to this single group.
8. (Optional) Go to the Contact Center Users section and select the checkbox next to the users you want to relate to your new group. Click Assign to Group. Under Contact Center Group, select the group you made, and then click Save.
9. Go to the Contact Center Channels section, [create a Contact Center Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&type=5&language=en_US), and set the Call Routing Type to Queue. Select a queue you created in previous steps. This associates the phone number with the Queue routing type.