Omni-Channel Developer Guide

Omni-Channel Developer Guide
Omni-Channel SOAP API Objects
Omni-Channel Metadata API Types
Omni-Channel Objects for the Salesforce Console
External Routing for Omni-Channel
Technical Architecture and Process
Salesforce API Resources for External Routing
Integrate External Routing
Expected Behavior
Troubleshooting
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External Routing Technical Architecture and Process

See an overview of how external routing works to connect Salesforce with your external routing implementation.

The following image provides a visual description of how information is shared between Salesforce and your partner application.Overview of how information is passed between Salesforce and your partner application.

Information is shared using Salesforce APIs and the APIs for your partner application using the following process.

  1. Salesforce sends events using Salesforce Streaming APIs for the PendingServiceRouting object.
  2. Partner application creates a session to authenticate.
  3. Partner application queries Salesforce for work details, agent availability, and more.
  4. Partner application determines the routing decision.
  5. AgentWork is created and pushed to the specified agent in Salesforce.