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. Add Objects to Change Data Capture for External Routing.
  3. Subscribe to Change Data Capture Event Notifications.
  4. Create AgentWork.

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
Create a Routing Configuration and Queue for External Routing
Add Objects to Change Data Capture for External Routing
Subscribe to Change Data Capture Event Notifications
Create AgentWork Records for External Routing
Expected Behavior
Troubleshooting
Previous Versions