Call Queu Configuration

By default, only queue and auto-attendant calls made after the integration will sync to Salesforce. To sync all your call queue and auto-attendant calls to Salesforce:

Once the queues have synced, you can pick and choose which queues to sync to Salesforce. The example below links the Customer Support Queue as well as the two overflows:

A side panel will show how many queues are being linked. Use it to select which Salesforce org to sync the queues into.

If you have multiple Salesforce orgs (for example, a production and sandbox org), both will be listed here too, and you can select which org to sync the queue calls into. Once selected, click Next: Assign Owner.

Click the Next: Assign Call Owner button. This will display the list of Salesforce users form the Manage Users screen and Salesforce user queues, and click Link & Assign.

The three queues are now linked. In the screenshot below, you can see the Salesforce org that the queue call will sync into, the missed call owner, and the Matched Record Assignment” toggle:

You can unlink a queue and / or reassign the missed call owner using the actions to the right of the queues:

If Matched Record Assignment is enabled, any calls will be assigned to the Salesforce agent who owns the matched caller record in Salesforce, and the Missed Call Owner will only be used as a fall-back.

For example, if the contact John Bond called into the support queue above, and the call was missed, Matched Record Assignment assigns the missed call task to the OrgFarm EPIC Salesforce user, as they own the record:

If Matched Record Assignment is disabled, then this missed call task would be assigned to Josh Sword (the Missed Call Owner in the Admin Portal).