Service Cloud Voice for Partner Telephony Developer Guide

Overview
Recent Changes
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
Add Contact Center Channels to Enable Routing
Add a Partner Settings UI to Omni-Channel
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
Two-Way Agent Status Syncing
Timed After Conversation Work
Handling Missed Calls and Call Errors
Advanced Concepts
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
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Two-Way Agent Status Syncing

Agent status (that is, agent presence) can be changed from the Omni-Channel widget, which sends status information to the partner connector. We added the ability to change the agent status from the connector, which passes status information back to Salesforce.

For example, a telephony partner system may have scheduled time breaks for the agents where they would want to change the agent status in Omni accordingly. If an agent is on a call, status change is ignored and doesn’t have any impact. In order to support complete two-way syncing of the status between Omni and the telephony system, the telephony system should persist a table with mapping between the Salesforce status ID and the partner status.

When the connector loads, the init() API is called, and the argument callCenterConfig contains a JSON field called userPresenceStatuses that can be parsed into a map of statusId: statusInfo. For example:

The statusId 0 is reserved for the Offline status. Other statusIDs represent Salesforce Omni-Channel presence statuses that are available for the user.

The statusInfo fields are:

  • statusName: The name of the status.
  • hasChannels: false indicates that the status is busy or offline. true indicates that it’s routable by a channel.
  • isOffline: true indicates that it’s an offline status (with statusId 0).
  • statusId: Salesforce status ID

In order to invoke the status change from the connector, call publishEvent() with the event SET_AGENT_STATUS and the required status ID. For example:

To change the status to offline:

See setAgentStatus() for information on how to update the vendor agent status when the Omni-Channel status changes.