Have anyone been able to implement call routing on the Salesforce side when using Genesys Cloud as the Partner Contact Center? We would like to have visibility of the phone queues backlog in Omni Supervisor, and be able to split the calls from Genesys into separate queues in Salesforce in some scenarios.
1 answer
To route calls into separate Salesforce queues and view queue backlogs in Omni Supervisor while using Genesys Cloud as the telephony provider, you'll need to configure both Salesforce and Genesys Cloud. This involves setting up routing rules, mapping Salesforce queues to Genesys Cloud queues, and configuring Omni-Channel sync.
Please refer to the below resources which could provide some insights for your scenario:
Configure external routing of Salesforce messaging
https://help.mypurecloud.com/articles/salesforce-omni-channel/
https://help.salesforce.com/s/articleView?id=service.voice_route_queues.htm&type=5
https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_omni_flows_for_voice_ga.htm&release=236&type=5
https://help.salesforce.com/s/articleView?id=004867790&type=1Thanks!
