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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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