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
Expected Behavior
Troubleshooting
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Troubleshooting External Routing for Omni-Channel

If you encounter issues with your implementation of External Routing for Omni-Channel, try the following troubleshooting steps.

Recover from an External Routing Adaptor Restart

When the third party adaptor recovers from restarting, it should leverage the durability feature of the Streaming API (since version 37.0) and replay from the last successful position of the PSR topic.

Reference the following code sample in Java.
1// Register streaming extension
2var replayExtension = new cometdReplayExtension();
3replayExtension.setChannel(***<Streaming Channel to Subscribe to>***);
4replayExtension.setReplay(<Event Replay Option>);
5cometd.registerExtension('myReplayExtensionName', replayExtension);

For more information, see Message Durability in the Streaming API Developer Guide.

Recover form Salesforce DR

An org instance can be recovered from a Salesforce data center switch. This currently involves downtime, so all online agents are logged out. All states maintained by the third-party adaptor, such as agent presence, aren’t applicable and need to be reset. The third-party adaptor should re-initialize as when it first subscribed to the topic.

Test the Client Solution

You can use the Streaming API to listen to CRUD events for UserServicePresence and PendingServiceRouting. For examples, see Code Examples in the Streaming API Developer Guide.