Source note · Genesys Cloud with Salesforce Service Cloud Voice
In CX Cloud Voice, Genesys Cloud decides which agent gets a voice call, and Salesforce Omni-Channel presence controls the agent's availability only through its mapping to Genesys On Queue.
inferred · Checked 2026-09-25
- Vendor
- Genesys
- Product
- CX Cloud
- Subsystem
- routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-25
- Status
- inferred
- Checked
- 2026-09-25
Sources
- Setup guide for CX Cloud, Voice for Salesforce Service Cloud — Genesys · tier 2 current vendor documentation · Setup guide, Create presence statuses; read with Configure contact center settings, status mapping
Cite this note
APA
WarmTransfer. (2026, September 25). Genesys Cloud with Salesforce Service Cloud Voice: source note genesys-with-salesforce-voice-voice-routed-by-genesys. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-with-salesforce-voice-voice-routed-by-genesys
BibTeX
@misc{warmtransfer-claim-genesys-with-salesforce-voice-voice-routed-by-genesys,
title = {Genesys Cloud with Salesforce Service Cloud Voice: source note genesys-with-salesforce-voice-voice-routed-by-genesys},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-with-salesforce-voice-voice-routed-by-genesys},
note = {Source note genesys-with-salesforce-voice-voice-routed-by-genesys, checked 2026-09-25}
}