Service Cloud Voice for Partner Telephony Developer Guide

Overview
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
Advanced Concepts
Desk Phone Support
Communicating with Lightning Components
Einstein Conversation Insights (Call Coaching)
Queued Callbacks
Replay Active Calls on Refresh
Host the Connector as a Visualforce Page
Voice Resiliency
Call Scenario Diagrams
External Routing
Mean Opinion Score (MOS)
Phone Contact Search
Omni-Channel Flow
Queue Mapping, Agent Mapping, Agent Availability
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
PDF

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External Routing

Omni-Channel routes work to agents using a two-step process. In the first step, a PendingServiceRouting (PSR) is created which represents a work assignment that’s waiting to be routed. If this PSR’s RoutingModel field is set to ExternalRouting, Omni-Channel won’t route the PSR and waits for the vendor to create the AgentWork record for the assigned agent using the PSR.

To learn more about the PendingServiceRouting (PSR), see The Routing Lifecycle in Salesforce Help.

As an example, here’s what a vendor system does for an agent to accept a work item.
  1. Chat visitor initiates a chat request from the external routing button.
  2. PendingServiceRouting is created.
  3. Partner is notified by a pushTopic event (EventType = Create, isPushed = false).
  4. Partner creates AgentWork using the PSR.
  5. Agent is routed to the chat request (AgentWork Status = Assigned).
  6. Agent accepts the chat request (AgentWork Status = Accept).
  7. Omni-Channel deletes the PendingServiceRouting record after the agent accepts the work.
  8. Partner is notified by a pushTopic event (EventType = Delete).