Service Cloud Voice for Partner Telephony Developer Guide

Overview
Recent Changes
Publish Partner Telephony Package
Set Up Your Production Org
Connect Telephony System to Salesforce
Set Up Authentication
Customize Your Implementation
Start Calls
Post-Call Actions
Route Calls
Add Contact Center Channels to Enable Routing
Queue Mapping and Agent Mapping
Understand Agent Statuses
Two-Way Agent Status Syncing
Handling Missed Calls and Call Errors
External Routing
Omni-Channel Flows
Transfer Calls
Desk Phone Support
Additional Info
Connector API Reference
Object Reference
Apex 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.

In order to close the conversation, the call.reason has to be set to either ended or error.

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 and call.closeCallOnError set to true in the publishEvent() method.

In this error scenario, for an inbound or callback voice call, 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 a customer or has failed due to any reason that is unrelated to the agent, set call.agentStatus to MissedCallStatus, FailedConnectCustomer, or another 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.

To set the agent’s status automatically when the call is missed or if there’s any error that isn’t due to call declined, go to Setup | Presence Configuration Settings | Update Status on Push Time-Out and choose a presence status.