Genesys Cloud - Main

Hello everyone,

We are using Genesys Cloud with Salesforce Service Cloud Voice and are looking for the best approach to implement the following use case.

Requirement:

• Identify the caller using the incoming phone number.
• Find the corresponding Account in Salesforce.
• Retrieve the Account Owner (Salesforce User).
• Route the call directly to that user.

We investigated several options but could not find a supported implementation for this scenario.

Some questions:

• Does Genesys Cloud for Salesforce Service Cloud Voice support Salesforce Omni-Channel Flows?
• Is the CallCenterRoutingMap object used by Genesys Cloud? In our environment, it is empty.
• What is the recommended way to route a call to a Salesforce user based on Salesforce data (such as the Account Owner)?

Has anyone implemented a similar solution or can share the recommended architecture?

Thank you in advance for your feedback.