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
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
Key Provisioning
Supervisor Listen In
Outbound Dialers
Line-Specific Controls
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
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Queue Mapping, Agent Mapping, Agent Availability

This topic provides guidance on how to handle queue mapping, agent mapping, and agent availability.

Queue Mapping

Partners can provide a list of queues at runtime, which can be mapped by the admin to external queues in Salesforce using contact center UI. This mapping is used when a flow executes and returns a queue. In order to provide a list of queues for the UI, the partner package has to perform the following steps:

  1. Set partnerTransferDestinationsSupported to true in the partner ConversationVendorInfo record.
  2. Implement the Apex interface service_cloud_voice.TransferDestinationProvider.

Agent Mapping

Partners who support user syncing are able to support agent mapping in Salesforce. There’s currently no UI to see the agent mapping, but the mapping entries are stored in CallCenterRoutingMap in Salesforce. This mapping is used when a flow executes and returns an agent. In order to support agent mapping, the partner package has to perform the following steps:

  1. Set userSyncingSupported to true in the partner ConversationVendorInfo record.
  2. Implement the Apex interface service_cloud_voice.UserSyncing, and return a unique user ID from the partner system in UserSyncingResponse.

Agent Availability

Service Cloud Voice for Partner Telephony supports showing agent availability in the Omni-Channel transfer UI. There are two options for showing agent availability.

  1. Vendor-Provided Availability. If a partner wants to provide availability data as part of the phone book contacts for transfer, they can provide the agent availability as a new availability field on the Contact object. This value is shown in the UI as an availability icon. In order for the Transfer UI to use the vendor-provided availability, the connector also must set hasAgentAvailability to true in the AgentConfigResult.
  2. Salesforce-Provided Availability. If the partner doesn’t provide agent availability as part of the phone book contacts (hasAgentAvailability is false in AgentConfigResult), Salesforce tries to map the phone book contacts to Salesforce agents in the current org and calculates the availability. This agent mapping is done based on the CallCenterRoutingMap entries (see Agent Mapping above). If there are matches, Salesforce shows the agent availability for matched agents. The agent available is calculated based on the following criteria:
    • Available—Agent is available for the Voice channel and has 100% percent capacity available
    • Busy—Agent isn’t available for the Voice channel
    • Offline—Agent is offline in Omni-Channel