Migrating from Unite to external routing

During the second half of 2024, we intend to retire Unite and will no longer support it. Therefore, if you are using Unite, you should migrate to external routing to continue to route Salesforce cases using Vonage Contact Center (VCC).

Using Salesforce's Omni-Channel, external routing can route Salesforce objects — cases, messages, chats, and custom objects — to agents. external routing can use the same routing engine as is used to route calls, providing consistency and reducing setup time and maintenance complexity.

How do I migrate from Unite to external routing?

Configure external routing

The first step in migrating from Unite to external routing is to get external routing set up and working in your Salesforce org. Do not change existing Unite settings to use this configuration at this stage.

Perform the following tasks:

• Enable Salesforce external routing in Salesforce. See the Enabling Salesforce external routing in Salesforce section in Configuring Salesforce external routing for Vonage Contact Center.
• Set up Salesforce case statuses and interaction plans in the VCC admin portal. See the Enabling Salesforce external routing in VCC section in Configuring Salesforce external routing for Vonage Contact Center.
• Configure your VCC and Salesforce external routing integration in Salesforce specifically service channels, routing configurations, and queues. See Create service channels, Update routing configuration to use external routing for routing work items, and Create queue within the Configuring your VCC and Salesforce external routing integration section in Configuring Salesforce external routing for Vonage Contact Center.
• Test this setup to ensure that everything is working as expected, before continuing. To do so, create a case record, set the Case Owner to one of the queues you have configured, and check that the case is routed correctly.

Migrate processes that use Unite to use the new external routing configuration

Gradually change processes that use Unite to route cases to use external routing instead, starting with your least critical processes. You can alternatively change all of your processes right away.

To do so, change workflow rules or flows that set the VCCRoutable and RoutePlanIdentifier fields in each case record to instead set the OwnerId field to one of the queues you created when configuring external routing. For information about setting the OwnerId field to a queue, see the Configuring case routing section in Configuring Salesforce external routing for Vonage Contact Center.

When you are confident that each migrated process works, change the next until you have migrated all your processes.

Until you have completed migration, some cases will be routed by Unite and others by external routing; however, cases routed by external routing cannot be routed by Unite, and the other way round.

Delete no longer required Unite components

When you have successfully migrated all of your processes, you can remove the following items from your Salesforce org, as they are no longer needed:

• Routing request sweeper
• VCCRoutable and RoutePlanIdentifier fields on the case object
• Any workflow or automation that Unite used to update the fields on the case object