---
schema_version: "1"
id: fadb7b79090438088552a3703d9812daecf093a2dbdb40a584ccf33d9080d20c
title: Route Calls Directly to a Rep with Unified Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_uni_rout_rep.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_rep.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dc151f20f97c77349c24e8bb16cd873af3d10d39579abf904e4a7c653681210f
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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.

- **[Configure Direct-to-Rep Routing with an Omni-Channel Flow in Salesforce](https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_config_repd.htm&release=264.0.0&type=5)**  
    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.