Service Cloud Voice for Partner Telephony Developer Guide

Overview
Recent Changes
Publish Partner Telephony Package
Set Up Your Production Org
Add Support for Voice Resiliency
Connect Telephony System to Salesforce
Set Up Authentication
Customize Your Implementation
Start Calls
During Call Actions
Post-Call Actions
Route Calls
Transfer Calls
Transfer Calls in Omni-Channel
Configure Estimated Wait Times for Queues
Agent Availability
Customize the Destination List for Call Transfers in Omni-Channel
Enable Voice Call Transfers Using Omni-Channel Flows and Partner Telephony
Transfer Calls to a Queue
Perform a Blind Transfer
Use Click-to-Dial for Transfers
Phone Contact Search
Desk Phone Support
Additional Info
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
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Agent Availability

This topic provides guidance on 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