How to use Omni-Channel Flow for routing Salesforce Voice Calls?

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How to use Omni-Channel Flow for routing Salesforce Voice Calls?

InfallibleTechie Admin

1. Create an Omni-Channel Flow.

2. Use InvokeTelephonyIntegrationApiFunction lambda from the Contact Flow.

3. Make sure the Queues used in the Salesforce Omni-Channel Flow are mapped under Queue Mapping in the Contact Center.

4. Make sure Contact Center Channels have an entry for the Phone Number and Omni-Channel Flow.

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