Set up the Salesforce Object Routing Server

Salesforce-side items

1. Install the managed package.

2. Install the Interactions Routing Queues tab.

3. Add queues to monitor.

4. Add skills-based routing (optional).

CIC-side items

1. Install the handler.

2. Download and install the Salesforce Object Routing Server.

3. Authentication.

4. Configure redundancy for a switchover environment.