Omni-Channel flow routing in Vonage Premier for Service Cloud Voice
When using SCV with VCC, you can delegate routing decisions for inbound calls into VCC to Salesforce's Omni-Channel flows. When configured, VCC notifies Salesforce about applicable inbound calls. Salesforce then uses an Omni-Channel flow to determine which interaction plans or agents VCC should route the calls to next. You can optionally configure the flow to pop multiple records when routing the calls.
For information about configuring VCC to use Salesforce Omni-Channel flows to make routing decisions, see Configuring Vonage Contact Center to use Salesforce Omni-Channel flows.
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