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Route Calls Directly to a Rep with Unified Routing

Route voice calls directly to a preferred rep by using Omni-Channel Unified Routing. For example, you can route sales calls from customers to their account executives.

This article applies to:

  • Salesforce Voice with Partner Telephony

Route Calls Directly to a Rep with an Assigned Number

Route voice calls directly to and from a rep with Omni-Channel Unified Routing. This setup covers more basic routing and use cases where reps need their own number for direct inbound and outbound calls.

Before you begin:

  • Configure Unified Routing for a contact center.
    • Add all users to a Salesforce queue for the contact center and to a global contact center group.
    • You don’t need to claim a phone number for your contact center. You will claim numbers for each rep during a later step.
  • Prepare to route to reps.
    • Set up rep statuses and capacity.
    • Create service resources for reps.
    • Add reps to the contact center.
    • Map Salesforce users to telephony provider users.

Set up a phone number for each rep for inbound and outbound calls.

Route Calls Directly to a Rep with an Omni-Channel Flow

Route voice calls directly to a rep with an Omni-Channel flow and Unified Routing with Omni-Channel. This setup is best for use cases that require more advanced routing logic and a single phone number for incoming calls.

Before you begin:

  • Configure Unified Routing for a contact center.

    Add all users to a Salesforce queue for the contact center and to a global contact center group.

  • Prepare to route to reps.
    • Set up rep statuses and capacity.
    • Create service resources for reps.
    • Add reps to the contact center.
    • Map Salesforce users to telephony provider users.