Troubleshooting External Routing for Omni-Channel

Recover from an External Routing Adaptor Restart

When the third-party adaptor recovers from restarting, it should leverage the durability feature of the Streaming API (since version 37.0) and replay from the last successful position of the PSR topic.

1// Register streaming extension
2var replayExtension = new cometdReplayExtension();
3replayExtension.setChannel(***<Streaming Channel to Subscribe to>***);
4replayExtension.setReplay(<Event Replay Option>);
5cometd.registerExtension('myReplayExtensionName', replayExtension);

For more information, see Message Durability in the Streaming API Developer Guide.

Recover from a Salesforce Data Recovery Instance

An org instance can be recovered from a Salesforce data center switch. The recovery process involves downtime, so all online agents must be logged out. All states maintained by the third-party adaptor, such as agent presence, aren’t applicable and must be reset. The third-party adaptor should reinitialize as when it first subscribed to the topic.

Test the Client Solution

You can use the Streaming API to listen to CRUD events for UserServicePresence and PendingServiceRouting. For examples, see Code Examples in the Streaming API Developer Guide.