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
Omni-Channel Flows
Add Contact Center Channels to Enable Routing
Queue Mapping and Agent Mapping
Enable the Voice Extension Page in Lightning App Builder
Understand Agent Statuses
Two-Way Agent Status Syncing
Handling Missed Calls and Call Errors
External Routing
Transfer Calls
Desk Phone Support
Additional Info
Service Cloud Contact Center Connector API Reference
Apex Reference
Troubleshooting
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Queue Mapping and Agent Mapping

This topic provides guidance on how to handle queue mapping and agent mapping.

Queue Mapping

Partners can provide a list of queues at runtime, which can be mapped by the admin to external queues in Salesforce using contact center UI. This mapping is used when a flow executes and returns a queue. In order to provide a list of queues for the UI, the partner package has to perform the following steps:

  1. Set partnerTransferDestinationsSupported to true in the partner ConversationVendorInfo record.
  2. Implement the Apex interface service_cloud_voice.TransferDestinationProvider.

Agent Mapping

Partners who support user syncing are able to support agent mapping in Salesforce. There’s currently no UI to see the agent mapping, but the mapping entries are stored in CallCenterRoutingMap in Salesforce. This mapping is used when a flow executes and returns an agent. In order to support agent mapping, the partner package has to perform the following steps:

  1. Set userSyncingSupported to true in the partner ConversationVendorInfo record.
  2. Implement the Apex interface service_cloud_voice.UserSyncing, and return a unique user ID from the partner system in UserSyncingResponse.