Omni-Channel Developer Guide

Omni-Channel Developer Guide
Omni-Channel SOAP API Objects
Omni-Channel Objects for the Salesforce Console
External Routing for Omni-Channel (Beta)
Technical Architecture and Process
Integrate External Routing
Step 1: Create a Routing Configuration and Queue for External Routing
Step 2: Create a PushTopic for PendingServiceRouting
Step 3: Listen to the PushTopic
Step 4: Create AgentWork
Expected Behavior
Troubleshooting
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Step 1: Create a Routing Configuration and Queue for External Routing

External routing requires a separate routing configuration and queue in Omni-Channel. These separate objects define routing behavior and assign work to agents.
  1. In Salesforce Classic Setup, enter Routing Configurations in the Quick Find box, then select Routing Configurations.
  2. Create a new routing configuration and select External Routing (Beta) for the routing model. If you don’t see External Routing as an option, make sure that you’ve contacted Salesforce to enable external routing.
  3. Enter Queues in the Quick Find box, then select Queues.
  4. Create a new queue and connect it to the routing configuration you just created.