• dev bab
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Hi All,

I have build a basic integration between Amazon Connect and Salesforce using Amazon Connect CTI Adapter and I can answer calls in Salesforce Classic, but can these inbound calls be routed using Omni-Channel's logic? As per help documentation work tasks can be routed, but are calls considered as work task?

If possible I would like to have Amazon Connect just do the call part, forward all the calls to Salesforce and then have Omni-Channel do the routing to correct/available agent.

Any ideas or tips how to approach is appreciated.