---
schema_version: "1"
id: 593c4a02f226347c73bc0be7fc3188a6b884b368972025fb6c475a87225e159a
title: Limitations of Unified Routing for Partner Telephony
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_uni_rout_limitations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_limitations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bf826220b0c96d3c0e88ec677cefb40b084e05f0eebeccff911807a39fa55f05
description: Consider the limitations when you set up and use unified routing for partner telephony.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Limitations of Unified Routing for Partner Telephony

Consider the limitations when you set up and use unified routing for partner telephony.

This article applies to Salesforce Voice with Partner Telephony.

- Unified Routing supports only inbound and outbound calls, and call transfers.
- Using external routing and Unified Routing with Omni-Channel in the same contact center is not supported.
- If a rep declines a work item or if the work item times out, the work is returned to the queue. That work won't be rerouted to the same rep unless they log out of Omni-Channel and log back in.
- A race condition exists where an inbound call can be routed to a rep who is on a connected outbound call that hasn't been assigned AgentWork yet. If the rep accepts the new inbound call, the telephony provider will reject it. Admins must configure Omni-Channel to reflect the rep’s status accurately in these scenarios to prevent call disconnections.
- When a rep accepts an inbound call, the UserId and SourceType fields on a Voice Call object aren’t populated if Omni-Channel Unified Routing is enabled.
- Transfer to rep doesn't include a decline option for the receiving rep, even if it is configured in the presence configuration.
- The transfer destination list shows a maximum of only 2,000 agents and 2,000 queues.
- Transfer to an Omni-Channel flow isn't supported.
- Unified Routing for Partner Telephony isn’t supported in Standard Omni-Channel.