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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Understand Agent Statuses

See how setAgentStatus() is called from the Salesforce core to the connector when an agent performs an action in the Salesforce phone control panel.
This table explains how agent statuses are represented in Omni-Channel and in the connector.
Agent Action in Salesforce Agent Status in Omni SetAgentStatus sent to Connector Connector Event/Callback Agent Status in Vendor/Queue
Log in as offline Offline YES SetAgentStatus Offline/NotAvailableForRouting
Log in as online Online YES SetAgentStatus Online/AvailableForRouting
Make outbound call Online NO dial() NotAvailableForRouting
During outbound call Online NO CALL_CONNECTED NotAvailableForRouting
During After Conversation Work (ACW) after outbound call Online NO HANG_UP/endCall() NotAvailableForRouting
Close Voice Call tab during ACW after outbound call Online YES SetAgentStatus AvailableForRouting
Receive inbound call Online NO CALL_STARTED NotAvailableForRouting
Accept inbound call Online NO acceptCall() NotAvailableForRouting
Decline inbound call Online NO declineCall() AvailableForRouting
During inbound call Online NO CALL_CONNECTED NotAvailableForRouting
During ACW after inbound call Online NO HANG_UP/endCall() NotAvailableForRouting
Close Voice Call tab during ACW after inbound call Online YES SetAgentStatus AvailableForRouting

The telephony system should be in an infinite wrap-up for all calls (including for Timed After Conversation Work). This way, when an agent finishes a call, they aren’t added to the queue until they’re made available by logging in as online or by closing the Voice Call tab during an After Conversation Work period.

Note