---
schema_version: "1"
id: df7794034c1b5cdb9a45e89fd5e9db1c25954539e7f7153c99d5b8432a45c356
title: Associate Partner Contact Center Users with Queues
collection: developer
version: current
locale: en-us
portal_url: https://docs.salesforce.com/developer/current/en-us/service-cloud/messaging-byoc-ccaas/guides/associate-users-and-queues.md
canonical_url: https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/guide/associate-users-and-queues.html
source_site: developer.salesforce.com
content_type: documentation
content_hash: e8a25daf0b44dc11bfd06c60f4c65cd62d2b43ac5c1f7f89176e713ff0c0f5b3
products:
  - Bring Your Own Channel for CCaaS
  - Service Cloud Developer Content
---
# Associate Partner Contact Center Users with Queues

Set up queue management to associate partner contact center users with Omni-Channel queues.

## Overview

Salesforce enhanced Queue Management behavior so that it’s easy for partners and their customers to associate users in a contact center to an associated queue. These queues can route Messaging sessions or Messaging sessions and Voice calls.

To use this feature, implement these Apex interfaces from the `service_cloud_voice` namespace.

- `QueueManager`. This class describes whether the contact center supports queue management. It contains this method.
  - `supportsQueueUserGrouping`. Indicates whether your implementation supports the queue user grouping feature.
- `QueueSetup`. This class performs all the work so that your partner CCaaS implementation stays in sync with Salesforce. It contains these methods.
  - `listQueues`. Lists all existing queues.
  - `createQueue`. Creates a queue.
  - `removeQueue`. Removes an existing queue.
  - `associateUsersAndGroupsWithQueue`. Associates partner contact center users and groups with a Omni-Channel queue.

The linked sample code in [Implement the Apex Class](#implement-the-apex-class) describes how to implement these methods.

## Set Up Queue Management for Bring Your Own Channel for CCaaS

1. When the vendor imports the `ConversationVendorInfo` record, they must set the following fields.

   - `CapabilitiesSupportsQueueManagement`. Set this value to true.
   - `IntegrationClassId`. This value contains the ID of Apex implementation class. For example, `01pxx000000wxyzABC`.

2. The admin must enable the queue management setting in the Salesforce Voice with Partner Telephony setup. From Setup, enter `Partner Telephony Setup` in the Quick Find box, then select **Partner Telephony Setup**. Enable **Update Partner Telephony Queues and Groups**.
   ![Enable toggle for Update Partner Telephony Queues and Groups](https://developer.salesforce.com/docs/media/messaging-byoc-ccaas/ccaas-enable-queue-management.png '{"class": "image-lg"}')

## Implement the Apex Class

Implement the Apex class using the sample code from the [Salesforce Voice with Partner Telephony Developer Guide: Associate Partner Telephony Users and Groups with Queues](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_users_groups_queues.htm). Specify the class ID in the IntegrationClassId field of the ConversationVendorInfo record. If this value isn’t set, an error message appears when trying to set up a queue mapping.