Route Calls

This section provides guidelines related to routing calls.

This guide is for telephony providers who are creating a solution that integrates Salesforce Voice with their telephony system. If that’s not you, see the Salesforce Voice with Telephony Providers Implementation Guide or Salesforce Help. To update your solution to include Bring Your Own Channel for CCaaS Messaging capabilities along with Salesforce Voice, see the Bring Your Own Channel Developer Guide.

  • Omni-Channel Flow for Salesforce Voice with Partner Telephony

    Run an Omni-Channel flow using the Salesforce Voice Telephony Integration REST API.

  • Add Contact Center Channels to Enable Routing

    Create a phone channel to let customers configure call routing for voice calls and to determine when to create an End User record. After creating a phone channel, you can set up a caller ID tool to create or reuse an End User record. You can also choose whether to associate the End User record with the number dialed.

  • Queue Mapping and Rep Mapping

    Learn how to handle queue mapping and rep mapping.

  • Enable the Voice Extension Page in Lightning App Builder

    Configure this feature so administrators can add custom voice controls to their Omni-Channel softphones using the Voice Extension FlexiPage in the Lightning App Builder.

  • Understand Rep Statuses

    See how setAgentStatus() is called from the Salesforce core to the connector when a rep performs an action in the Salesforce phone control panel.

  • Two-Way Rep Status Syncing

    Rep status (that is, rep presence) can be changed from the Omni-Channel widget, which sends status information to the partner connector. We added the ability to change the rep status from the connector, which passes status information back to Salesforce.

  • Handling Missed Calls and Call Errors

    Voice calls can end when a rep misses the call, when the user ends the call mid-conversation, or when the call is in an error state. This topic explains how missed voice calls, including inbound, outbound, transfer, and callback calls, and call errors are handled.

  • External Routing

    While Salesforce Voice uses Omni-Channel routing capabilities, in a partner telephony integration Salesforce typically handles the creation of AgentWork records for voice calls based on call events sent by the partner.

  • Unified Routing

    Salesforce uses Unified Routing to handle the routing of inbound and outbound voice calls, skills-based call routing, and call transfers to the reps. Configure unified routing so that the admins can enable the feature. You can choose whether to include this feature in the managed package.