Service Cloud Voice for Partner Telephony Developer Guide

Overview
Recent Changes
Publish Partner Telephony Package
Set Up Your Production Org
Add Support for Voice Resiliency
Connect Telephony System to Salesforce
Set Up Authentication
Customize Your Implementation
Start Calls
During Call Actions
Post-Call Actions
Route Calls
Omni-Channel Flows
Add Contact Center Channels to Enable Routing
Queue Mapping and Rep Mapping
Enable the Voice Extension Page in Lightning App Builder
Understand Rep Statuses
Two-Way Rep Status Syncing
Handling Missed Calls and Call Errors
External Routing
Unified Routing (Beta)
Transfer Calls
Disable Call Actions
Desk Phone Support
Enable Headset Support
Additional Info
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
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External Routing

While Service Cloud Voice uses Omni-Channel routing capabilities, in a partner telephony integration Salesforce typically handles the creation of AgentWork records for voice calls based on call events sent by the partner.

For external routing of voice calls, the partner system identifies the rep which the call should be routed to. The partner sends a call started event for that particular rep. If needed, the partner reroutes the call to another rep.

Partners can also route calls by using an Omni-Channel flow and handling routing through their partner system. Flows can route directly to a rep or to a Salesforce Queue. For more information, see Omni-Channel Flow for Service Cloud Voice for Partner Telephony.

The standard Omni-Channel External Routing flow, where the partner explicitly creates the AgentWork record using the PendingServiceRouting (PSR), applies primarily to non-voice channels or specific advanced unified routing configurations. To implement external routing for non-voice channels, refer to Omni-Channel documentation. For detailed guidance on implementing External Routing for non-voice channels using Omni-Channel, see the External Routing for Omni-Channel section in the Omni-Channel Developer Guide.

To learn more about the PendingServiceRouting (PSR), see The Routing Lifecycle in Salesforce Help.