Omni-Channel Developer Guide

Omni-Channel Developer Guide
Omni-Channel Objects
Omni-Channel Metadata API Types
Omni-Channel Components for the Salesforce Console
External Routing for Omni-Channel
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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Integrate External Routing for Omni-Channel

Use the following steps to integrate your external routing implementation with Omni-Channel.
  1. Create a Routing Configuration and Queue for External Routing.
  2. Create a PushTopic for PendingServiceRouting.
  3. Listen to the Push Topic.
  4. Create AgentWork.