_ExcerptSalesforceExternalRouting

Owned by Dawid Wietrzykowski (Unlicensed)
Last updated: Oct 21, 2024 by Helen Griffith

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.

Salesforce external routing is not compatible with integration with Salesforce Omni-Channel presence. For information about integration with Salesforce Omni-Channel, see Vonage Contact Center omni-channel solution. Ask your account manager to disable this feature.

If you are using Vonage Premier for Service Cloud Voice, you can use both Salesforce external routing and Salesforce Omni-Channel presence. You do not need to have the latter turned off.

To use external routing for work items other than Live Agent chats (now simply called Chat in Salesforce), you must change the owner of the item to a queue that you create for external routing. For information about creating queues for external routing, see Create queue later in this page.

In the Omni-Channel widget in Salesforce, agents remain active regardless of their ContactPad status. This will impact the Live Agent chat button. For information about working around agents' active status, see Agent Availability API.

In order to capture user-related information for a chat like a username, email address, and so on, use a Salesforce pre-chat form. For information about configuring pre-chat forms, see Salesforce help.

Vonage recommends limiting the number of simultaneous chats to ten per agent.

Frequent queue switching might cause routing issues.

Salesforce external routing supports versions of ContactPad that can handle multiple interactions; you cannot use single-interaction ContactPad.

Integration with Salesforce external routing does not currently support the following features:

  • Manual wrap up
  • Configuring multiple Contact Center accounts
  • Enforced disposition codes
  • Manual parking—this functionality is replaced by the interrupt feature
  • Status-based capacity model for External Routing

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