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Salesforce external routing is a routing model within Salesforce Omni-Channel that notifies a third party that an interaction needs routing. If external routing is enabled in your Salesforce org, you can configure Salesforce to delegate routing decisions for supported 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 Plan Architect.

Enhanced Omni-Channel routing

Enhanced Omni-Channel routing is not currently supported in VCC.

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