Used by Vonage Contact Center omni-channel solution, Configuring Salesforce external routing for Vonage Contact Center
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Salesforce external routing is a Salesforce feature in which Salesforce routing model within Salesforce Omni-Channel that notifies a third party that an interaction needs routing. If external routing is enabled for in your Salesforce org, you can configure Salesforce to delegate routing decisions for all interactions to Vonage Contact Center. Using your configured interaction plans, Vonage Contact Center routes the interaction to an agent according to the configuration in your chosen interaction plan in Interaction Architect. |
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