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
During Call Actions
Change Status While on a Call
Transcribe Calls in Real Time with the Create Transcript API
Supervisor Listen In or Barge In
Post-Call Actions
Route Calls
Transfer Calls
Desk Phone Support
Additional Info
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
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Change Status While on a Call

With the pending status change feature, agents can change their Omni-Channel status while on a call.

To use this feature, vendors should set the value of hasPendingStatusChange in CapabilitiesResult to true. After Salesforce receives a value of true from the getCapabilities() method, the Omni-Channel status change button is enabled for agents during a call.

Then, when setAgentStatus requests are made, Salesforce supports an additional parameter, enqueueNextState, and the vendor can implement the enqueue status change feature to support this behavior.