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Routing calls in Salesforce

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Hello! We have an issue with correct routing calls from AWS to SF. We need to build routing in SF. On the Amazon connect side we use lambda to execute omni-flow in SF by API name. It works. Depending on the logic we need to transfer calls to the different queues A or B Both queues were added to the contact center in SF. For each queue was set routing configuration as External On Amazon's side queues A and B were added to the Basic Routing Profile and this profile was assigned to the users Usr1 and Usr2. When we call to SF and use salesforce flow we route calls to the queue A where Usr1 is a member we receive the wrong result because Usr2 can answer this call

update: if we removed queues from the contact center and set Routing Model as Least Active the call could be answered by the agent but the call would not start.

Topics
ServerlessComputeDeveloper ToolsApplication IntegrationBusiness ApplicationsManagement & Governance
Tags
AWS LambdaDeveloper ToolsAmazon ConnectAWS AppConfig
Language
English
vadum
asked a month ago66 views
1 Answer
0

I understand your concern about the routing issue between AWS Connect and Salesforce. Based on the information provided, it seems there might be a misalignment between your Salesforce configuration and Amazon Connect routing setup.

In Amazon Connect, routing is typically handled through a combination of queues, routing profiles, and flows. When you set up routing profiles, you specify which queues are included, their priority, and which agents can handle contacts from those queues.

The issue you're experiencing, where Usr2 is able to answer calls intended for Usr1 in queue A, suggests that your routing profile configuration in Amazon Connect might not be correctly aligned with your Salesforce setup.

To address this:

  1. Ensure that your routing profiles in Amazon Connect are set up correctly. Each agent should be assigned to a routing profile that only includes the queues they should be handling.

  2. Check the queue configurations in your routing profile. Make sure that queue A is only associated with the routing profile assigned to Usr1, and queue B with the profile for Usr2.

  3. Verify that the priority and delay settings for the queues in the routing profiles are set appropriately to ensure calls are directed to the correct agent.

  4. Review your Lambda function that executes the Salesforce Omni-flow. Ensure it's correctly passing the queue information from Salesforce to Amazon Connect.

  5. In Salesforce, double-check that the external routing configuration for queues A and B is correctly mapped to the corresponding queues in Amazon Connect.

If the issue persists after verifying these configurations, you may need to review your Salesforce Voice implementation more closely. As Salesforce Voice is a bundled solution where Salesforce manages the AWS account, some complexities in routing might require Salesforce-specific expertise. In this case, it would be advisable to reach out to Salesforce support for further assistance with the Voice configuration on their end.

Remember, the goal is to ensure that the routing logic in Salesforce aligns perfectly with the queue and routing profile setup in Amazon Connect to achieve the desired call distribution.

Sources
Routing Calls issues on Salesforce Voice | AWS re:Post
How routing works in Amazon Connect - Amazon Connect
Set up routing in Amazon Connect - Amazon Connect

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re:Post Agent
answered a month ago

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