Service Cloud Voice with Partner Telephony Developer Guide

Service Cloud Voice with Partner Telephony Developer Guide
Set Up and Publish Your Partner Telephony Package
Set Up Your Production Org
Connect Your Telephony System to Salesforce
Set Up Authentication
Develop Your Solution
Accept Inbound Calls in Omni-Channel
Integrate Incoming Voice Call Creation
Make Outbound Calls in Omni-Channel
Transfer Calls in Omni-Channel
Record Linking
Record Calls
Transcribe Calls in Real Time with the Create Transcript API
Post-Call CTR Sync with the Update VoiceCall API
Understand Agent Statuses
Timed After Conversation Work
Handling Missed Calls and Call Errors
Advanced Concepts
Connector API Reference
Object Reference
Troubleshooting
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Handling Missed Calls and Call Errors

Calls usually end when an agent clicks the End Call button, which invokes the vendor’s endCall() method; when an agent declines a call in Omni-Channel or with a desk phone; or when a desk phone sends a HANGUP event.

When the call is ending due to another reason—for example, if the call is missed, declined, or has any error state—the connector should fire a HANGUP event with call.reason set to error in the publishEvent() method.

When the call is missed, failed or declined by the agent, set call.agentStatus to MissedCallAgent, FailedConnectAgent, or DeclinedByAgent.

When the call is missed by customer or failed due to any reason not related to the agent, set call.agentStatus to MissedCallStatus, FailedConnectCustomer, or any other reason.

To set the agent’s status automatically when the call is declined, go to Setup | Presence Configuration Settings | Update Status on Decline, and choose a presence status for when the agent declines a work item.