Routing Calls issues on Salesforce Voice

Question

Hi

Has anyone had issues with routing calls in Salesforce Voice via amazon connect?

I have a client who has one phone number, and three queues.

1. A phone call should first go to an agent that owns a record in Salesforce
2. If the Agent does not pick up, it should be routed to the agents queue (Each Agents belongs to a queue, and a call should only be routed within the same queue)
3. If no one in the Sales Team Queue picks up, then it should be routed to Support Queue.

I know this to be possible on amazon Connect, but is it possible for Salesforce Voice?

FYI this is Service Cloud Voice Retail/Bundle implementation (Salesforce created the AWS Account)

Thanks

Answer

Hello,

Regarding your query on Routing Calls issues on Salesforce Voice via Amazon Connect and if Salesforce voice can work with your particular requirement.

I would like to share that since the Service Cloud Voice solution is offered by Salesforce, it's configuration are also provided from salesforce's end and hence, We have no visibility in this specific solution. Hence, I would request you to kindly reach out to Salesforce team, to get more insights on Routing Calls issues with Salesforce Service Cloud Voice. This is because Amazon Connect Premium Support team doesn't have expertise with Salesforce SCV offerings as it is out of scope for the AWS [+].

[+] Please refer to this [documentation](https://help.salesforce.com/s/articleView?id=sf.voice_expert_support.htm&type=5) containing the scope of support for Salesforce SCV.

However, In case you have already contacted salesforce and would require any further assistance from Amazon Connect's perspective, or have any additional queries regarding AWS services. Please open a support case with AWS using the following [link](https://support.console.aws.amazon.com/support/home#/case/create).

Routing Calls issues on Salesforce Voice

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