Associate Partner Telephony Users and Groups with Queues

Overview

We enhanced the Queue Management behavior so that it’s easy for partners and their customers to associate users and groups to an associated Voice queue.

To use this feature, implement these Apex interfaces from the service_cloud_voice namespace.

• QueueManager. This class describes whether Service Cloud Voice supports queue management. It contains this method.
  • supportsQueueUserGrouping. Indicates whether your implementation supports the queue user grouping feature.
• QueueSetup. This class performs all the work so that your partner telephony implementation stays in sync with Salesforce. It contains these methods.
  • listQueues. Lists all existing queues.
  • createQueue. Creates a queue.
  • removeQueue. Removes an existing queue.
  • associateUsersAndGroupsWithQueue. Associates partner telephony users and groups with a Service Cloud Voice queue.
• GroupSetup. This class performs all the work so that your implementation stays in sync with Salesforce. It contains the following methods.
  • listGroups. Lists all the existing groups.
  • createGroup. Creates a group.
  • associateUsersWithGroup. Associates users with a group.

The sample code describes how to implement these methods.

Set Up Queue Management for Partner Telephony

To enable the BYOT queue management feature, follow these instructions.

1. Contact your Salesforce representative to opt-in to this feature and turn on the org permission.
2. When your org permission is enabled, visit Partner Telephony in Setup and turn on Update Partner Telephony Queues and Groups.

   

3. When the vendor imports the ConversationVendorInfo record, they must set the following fields.
   • CapabilitiesSupportsQueueManagement. Set this value to true.
   • IntegrationClassId. This value contains the ID of Apex implementation class. For example, 01pxx000000wxyzABC.

   

You must follow all these instructions. Otherwise, the new feature isn’t available and Salesforce falls back to no syncing behavior.

In addition to these instructions, customers still have to implement the Apex class using the sample code in the next section. Customers must specify the IntegrationClassId field in the ConversationVendorInfo record shown in the screenshot. If this value isn’t set, an error message appears when trying to set up queue mapping.

Implement the Apex Class

Implement the Apex class using the sample code. Specify the class ID in the IntegrationClassId field of the ConversationVendorInfo record. If this value isn’t set, an error message appears when trying to set up a queue mapping.

This code block contains a sample implementation of all interface methods. To interact with your queues, update the “TO DO” comments with your own implementation.