Omni-Channel Developer Guide

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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
PDF

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 Setup, enter Routing Configurations in the Quick Find box, then select Routing Configurations.
  2. Create a routing configuration and select External Routing for the routing model.
  3. Enter Queues in the Quick Find box, then select Queues.
  4. Create a queue and connect it to the routing configuration you created.