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Using Salesforce Unified Routing with T4SV
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Unified Routing allows Salesforce to serve as the single system for routing voice calls alongside other Salesforce channels.

Admins can configure a Studio flow that leverages Salesforce Unified Routing by triggering a flow on the Salesforce side that will route the voice item to an agent based on the flow's defined rules.

Only when an agent accepts the call in Salesforce will the information return to Talkdesk to establish the call audio stream to the agent.

 

Note: Between the agent accepting the call and the audio stream being established, the Voice Call will be in “Connecting” status.

 

To learn how to use this feature, please follow the instructions below.

 

Enabling Agents in Salesforce

Agents can only receive work items, routed directly to them, with the omnichannel flow if they are synced with Talkdesk.

To sync your agents, please follow these steps:

  1. Access the SCV Talkdesk Admin tab [1].
  2. Go to the Routing Settings [2].
  3. Select the users you wish to sync [3].
  4. Click the Sync User button [4].
  5. Choose the Refresh List button [5] to update the list. This might take a few seconds.

To remove users, follow the same steps, but click the Remove User button.

Note: Only active users with the Talkdesk for SCV contact center assigned will be displayed in the users sync list. Check here to know how to assign users to the Talkdesk for the SCV contact center.

 

Creating SF omnichannel Flows

To create a Salesforce omnichannel flow, please follow the steps here.

 

Enabling Unified Routing 

To enable Unified Routing in Salesforce, follow these steps:

  1. On Setup, go to Omni-Channel Settings [1].
  2. Enable Enhanced Omni-Channel Routing [2].

  1. Go to the Partner Telephony Contact Centers [3] and select the appropriate contact center.
  2. Click on Enable Unified Routing [4].

After enabling unified routing, set up call routing using the Least Active or Most Available routing model. The External Routing selection isn’t compatible with Unified Routing.

Learn how to configure Unified Routing on the Salesforce side here and here.

 

Mapping Salesforce to Talkdesk Queues 

To be able to route to queues, queues between Salesforce and Talkdesk, firstly, must be mapped. 

To map queues between Salesforce and Talkdesk, follow these steps:

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  1. On Setup, go to the Partner Telephony Contact Centers [1] and select the appropriate contact center.

image1.png

  1. In the Queue Mapping section, click Add [3].
  2. Select the Salesforce Queue [4] and add the corresponding Talkdesk queue name (case sensitive) as a Talkdesk Queue Identifier [5].
  3. Choose Finish [6].

Notes: 

  • Automated queue synchronization is not yet supported. As such, admins must ensure the agents assigned to the Salesforce Queue match the ones assigned to the Talkdesk Queue. Routing to a fallback queue will take into consideration the agents assigned to the Talkdesk Queue.
  • The queue mapping is erased if the contact center is deleted.

Below the Queue Mapping, in the Contact Center Channels section, don’t forget to associate the Omni-channel flow to a Phone number. The omni-channel flow will be triggered based on this phone number. 

 

Triggering Salesforce Unified Routing with Studio

To trigger Salesforce Unified Routing from Talkdesk, create a Studio flow with the “Trigger Salesforce Unified Routing” component. The Salesforce flow will be triggered based on the destination number of the incoming call.

Pre-assignment studio components (e.g., IVR and Autopilot) and Post-call studio components (e.g., Feedback) can still be used on the flow. 

The information gathered in Studio’s context variables can be transferred to Salesforce. 

Learn how to configure the “Trigger Salesforce Unified Routing” component by clicking here. For a studio flow example, please refer to this article.

 

Limitations

General

  • Only one routing mechanism can be activated at a time. This means that once Unified Routing is activated, it will be the routing system for all users.
  • Call transfers follow the standard Talkdesk flow and do not go through Salesforce flows. T4SV users can transfer calls directly to agents, external contacts (Talkdesk favorites), or to Talkdesk queues through the omni-channel.

Studio Components

  • “Request Callback from Queue” component will not work, since the queues are handled on the Salesforce side.

Reporting

  • When a rep accepts an inbound call, the UserId and SourceType fields on the SF Voice Call object aren’t populated. This is a Salesforce limitation.
  • Some data fields in Talkdesk will be impacted by the use of Unified Routing, since the assignment is done on the Salesforce side. Fields impacted:
    • Miss Time
    • Ring Groups
    • Ringing Time
    • Speed to Answer
    • Wait Time
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