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About the Salesforce Object Routing Server

The Salesforce Object Routing Server integrates Salesforce with Customer Interaction Center (CIC). The Salesforce Object Routing Server (SORS) is an application developed using Node.js. It communicates with Salesforce using Bayeux protocol and long polling. It replaces the Salesforce Object Routing Connector and eliminates the need for the PureCloud Bridge Server.

Notice: Genesys will not support the PureCloud Bridge Server after January 1, 2021. Customers using the PureCloud Bridge Server with the Salesforce Object Routing Connector should install the new Salesforce Object Routing Server. To use the SORS, customers must be on CIC 2018 R4 or a later release.

SORS v1.1.6 has been released. To use SORS v1.1.6 or above, install the latest handler. For more details, see Release notes.

NOTE: It is highly recommended that all customers upgrade to SORS v1.1.6 at the earliest possible. For more details, see Special Notices dated 19th April 2022.

The Salesforce Object Routing Server automates the process of routing various CRM (customer relationship management) objects (cases) from your CRM to CIC’s ACD engine. The CIC engine intelligently queues these objects based on predetermined criteria. For example, the Salesforce Object Routing Server directs email messages addressed to Support or Sales to the appropriate support or sales queue based on workgroup skills or utilization.