Connect every caller with the right agent, queue, or automated workflow using AI routing, skill-based distribution, and Salesforce context.
Configure Salesforce Call Routing around your teams, operating hours, agent skills and customer requirements.
Distribute inbound calls using automated inbound call routing based on availability, priority, and workload. Improves call routing distribution and supports Salesforce Omni-Channel routing for faster handling.
Use multilevel IVR and AI Voice Agents to handle routine calls, route callers accurately and escalate complex queries to live agents.
Forward calls based on agent skills, shifts and availability to reduce missed connections. This strengthens Salesforce call center routing and keeps call routing integration consistent across teams.
Repeat callers are connected to the same agent to maintain context and reduce repetition. Improves skill-based routing and strengthens Salesforce Omni-Channel routing consistency.
Hold calls for an available agent or send unanswered calls to the appropriate voicemail.
Match callers with available agents based on language, product knowledge or other defined skills.
Use AI automation, CRM data and agent availability to guide callers toward the right resolution.
Automate routine requests and escalate calls that need an agent.
Connect callers with the owner of the matching Lead, Contact, Account, Opportunity or Case.
Apply different routing paths using available Salesforce customer and record information.
Return callers to the agent who handled their previous conversation.
Coordinate call routing with agent presence, capacity and workload across supported Salesforce channels.
Redirect unanswered calls to another agent, queue, voicemail or backup number.
Turn routing into a faster and more consistent path from customer enquiry to resolution.
Connect callers with a more appropriate agent or team from the beginning.
Avoid routing calls to unavailable agents or unsuitable destinations.
Distribute calls across available team members using configured routing methods.
Return callers to their record owner or previous agent when appropriate.
Use queues, fallback rules and voicemail to reduce unanswered calls.
Store call activity and outcomes against the relevant Salesforce records.
Apply Salesforce Call Routing to different teams without forcing every caller through the same journey.
Manage high-volume inbound calls using IVR, queues, availability and intelligent distribution.
Learn more →Route new enquiries using lead ownership, customer priority, territory or previous communication.
Learn more →Connect customers with agents who have the right product, language or case expertise.
Learn more →Route calls across remote agents, working hours, regions and backup numbers.
Learn more →Reviews from verified customers on the Salesforce AppExchange.
Finally a fully native CTI app for Salesforce. The time based call routing is awesome — last communicator, record, owner, simultaneous ring. Price is more than reasonable, but more importantly the functionality is there.
I have worked with multiple enterprise calling solutions in the past and 360 CTI beats them on dependability. This is a well developed calling solution that works across industries and provides enterprise quality at affordable prices.
This app has been great for our team. It is easy to implement and navigate, and the 360 team is very responsive in setting up and training.
Improve Salesforce Call Routing with AI-assisted handling, configurable IVR, Salesforce context and intelligent call distribution.
AI routing in Salesforce uses live CRM data, caller intent and agent availability to decide where each call goes before it reaches a queue. In 360 CTI, the AI Voice Agent sits inside your call routing flow, handles routine calls autonomously and escalates to a live agent with full context when needed. Your callers don't wait. Your agents don't start blind.
Standard Salesforce call routing assigns calls based on basic availability rules. AI routing reads the caller's Salesforce record, their intent and current agent capacity before making a decision. It can resolve defined interactions without a live agent, hand off with full context when escalation is needed, and update routing logic in real time. Fewer transfers. Faster resolution. Less manual intervention.
Salesforce Omni-Channel routing manages voice and digital interactions through a single routing engine. With 360 CTI, call capacity and agent presence work alongside cases, chats and emails so agents aren't overloaded across channels. Supervisors get a unified view of workload and performance across every interaction type, all inside Salesforce.
360 CTI automates inbound call distribution using routing rules built inside Salesforce. Admins define which agents or queues receive calls based on business hours, agent status, IVR input or customer data. No developer needed. Once configured, every inbound call is distributed automatically without a supervisor directing traffic.
Skill-based routing matches each caller to the agent best equipped to help them. Admins assign skill tags (product knowledge, language, customer tier) to agents inside Salesforce. When a call comes in, 360 CTI routes it to the most qualified available agent automatically. Fewer transfers. Faster resolution. No manual matching.
When a call falls outside the AI Voice Agent's configured scope, it escalates to a live agent automatically. The full transcript and call context transfer with it. Your agent sees what was already discussed before they say hello. Your caller doesn't re-explain their situation.
NewFree checklist
Use our five-page Salesforce CTI Integration & Migration Checklist to audit dependencies, confirm setup requirements, test call workflows, and compare solutions.
Stay ahead with the latest guides, setup walkthroughs, and calling strategies, written for Salesforce admins and sales teams managing CTI inside Salesforce.
