---
schema_version: "1"
id: d9d116ff8f2d59e98693249b8d3dc2fe214a4742c20ff7784a6ba263feaf6246
title: Configure Direct-to-Rep Routing with an Omni-Channel Flow in Salesforce
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_uni_rout_config_repd.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_config_repd.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b9431bf51051e1020988d8b95edcf1b5f9aaf1621954021935e1cd155641dc5f
description: Start configuring voice calls direct-to-rep routing with Omni-Channel Unified Routing in Salesforce. These instructions explain how to route a voice call to a rep or queue with an Omni-Channel flow, a more advanced setup.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Configure Direct-to-Rep Routing with an Omni-Channel Flow in Salesforce

Start configuring voice calls direct-to-rep routing with Omni-Channel Unified Routing in Salesforce. These instructions explain how to route a voice call to a rep or queue with an Omni-Channel flow, a more advanced setup.

This article applies to:

- Salesforce Voice with Partner Telephony

1. From Setup, enter and select **Omni-Channel Settings**. Enable the **Enable Skills-Based and Direct-to-Agent Routing** option.
2. Follow the steps to create an Omni-Channel Flow.
3. Drag the **Route Work** action onto the canvas.
4. Give the action a label and an API Name and, optionally, a description.
5. Under **Set Input Values | Record ID**, create and select a recordId variable.
6. Under Route To, select **Agent**.
7. Under Agent, select an option.
    1. **Select Agent**: Specify the rep to route the work item to.
    2. **Use Variable**: Use a variable to find the appropriate rep. For example, you can determine the preferred rep associated with the customer’s Contact record.
8. To assign work to the preferred rep only when they become available, click **Required Agent** and specify the **Routing Configuration** to use for routing parameters. ![Edit route work](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/voice_edit_route_work.png)
9. Alternatively, to route work to a queue when the preferred rep is unavailable, deselect the **Required Agent** checkbox. Then, specify the backup queue to route the work item to.![Route work](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/voice_route_work.png)