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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Handling Missed Calls and Call Errors

A voice call typically ends when an agent hangs up. Voice calls can also end when an agent misses the call or when the call is in an error state. This topic shows you how missed voice calls, including inbound, outbound, transfer, and callback calls, and call errors are handled.

To end a call, call.reason must be set to ended or error, and call.closeCallOnError must be set to true or false.

Calls usually end when an agent clicks the End Call button, invoking the vendor’s endCall() method. In such cases, configure the connector to raise a HANGUP event with call.reason set to ended to mark the voice call as completed.

However, calls can also end when an agent misses or declines the call, or when the call fails and is in an error state.

For missed, declined, or failed calls, configure the connector to:
  • Raise a HANGUP event type with call.reason set to error in the publishEvent() method.
  • Set call.closeCallOnError to false to keep the conversation open and leave the voice call in a “new” state. Don’t set call.closeCallOnError to true unless you want to close the conversation and mark the voice call as completed.
For missed, declined, or failed calls, also set the following for inbound or callback calls:
  • When an agent misses a call, set call.agentStatus to MissedCallAgent.
  • When an agent declines a call, set call.agentStatus to DeclinedByAgent.
  • When a call fails due to the agent, set call.agentStatus to FailedConnectAgent.
  • When a call fails due to any reason that’s unrelated to the agent, set call.agentStatus to FailedConnectCustomer.

To set the agent’s status automatically when the call is declined, go to Setup | Presence Configuration Settings | Update Status on Decline, and choose a presence status for when the agent declines a work item.

To set the agent’s status automatically when the call is missed or if there’s any error that isn’t due to call declined, go to Setup | Presence Configuration Settings | Update Status on Push Time-Out and choose a presence status.