Omni-Channel Developer Guide

Omni-Channel Developer Guide
Omni-Channel SOAP API Objects
Omni-Channel Objects for the Salesforce Console
External Routing for Omni-Channel (Beta)
Technical Architecture and Process
Integrate External Routing
Step 1: Create a Routing Configuration and Queue for External Routing
Step 2: Create a PushTopic for PendingServiceRouting
Step 3: Listen to the PushTopic
Step 4: Create AgentWork
Expected Behavior
Troubleshooting
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Step 4: Create AgentWork

Your partner application needs to create AgentWork in order to route the work to an agent in Omni-Channel.

When the external routing implementation receives new PendingServiceRouting creation events (with the routing type external), it uses the standard Salesforce SOAP API to fetch further information based on the PendingServiceRouting.It makes a routing decision by creating new AgentWork records. This is existing functionality that partners use to query Salesforce.

Reference the following code sample to create AgentWork using Java.
1AgentWork work = new AgentWork();
2work.setServiceChannelId(objectFactory.createAgentWorkServiceChannelId(request.getServiceChannelId()));
3work.setWorkItemId(objectFactory.createAgentWorkWorkItemId(request.getEntityId()));
4work.setUserId(objectFactory.createAgentWorkUserId(userId));
5Create create = new Create();
6create.getSObjects().add(work);
7CreateResponse createResult = (CreateResponse) getWebServiceTemplate().marshalSendAndReceive(create, new AuthenticationHeader(header));