Route Calls with Omni-Channel Unified Routing

Publisher

Salesforce

URL

https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_omni_unified_routing.htm&type=5

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

Salesforce proprietary documentation; no-redistribution; short excerpts and locators only

Source notes citing this source

• Omni-Channel Unified Routing makes Salesforce the single routing system for Amazon Connect voice calls, enabling skill-based and direct-to-rep routing that takes place in Salesforce instead of the telephony system. in context
• New contact centers include Unified Routing sample flows directly in Amazon Connect; for preexisting contact centers you download the JSON files from the Sample Salesforce Voice flows page on GitHub and import them. in context
• To use Unified Routing, associate all Salesforce queues with one contact center group, associate that group with a Voice channel in the Amazon contact center, update the Amazon flows for inbound, outbound and transfer scenarios, then enable Unified Routing in the Contact Center details. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Route Calls with Omni-Channel Unified Routing. WarmTransfer. https://warmtransfer.net/knowledge/sources/salesforce-help-voice-omni-unified-routing

BibTeX

@misc{warmtransfer-salesforce-help-voice-omni-unified-routing,
  title  = {Route Calls with Omni-Channel Unified Routing},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/salesforce-help-voice-omni-unified-routing},
  note   = {Salesforce, accessed 2026-09-25}
}