Unified Routing for Desk Phone

The high-level unified routing for desk phone design flow is:

• Receive incoming call: A customer initiates a call, which the telephony provider server receives.
• Create a voice call: The telephony provider server sends a request to create a voice call to the telephony server. The telephony server processes the request and returns a voice call ID.
• Execute Omni-Channel flow: The telephony provider server executes the Omni-Channel flow by invoking the Salesforce Telephony Service's Execute an Omni Flow API Call. Salesforce Omni-Channel runs the flow and creates a Pending Service Routing (PSR) record to track the routing process.
• Route call and notify rep: Salesforce pushes the work to a rep’s Omni-Channel console if the rep is in an available Presence Status and has capacity to receive a voice call. Simultaneously, the telephony connector listens for the WORK_ASSIGNED event.
• Ring desk phone: When the WORK_ASSIGNED event is received, the telephony connector triggers the ring on the rep's desk phone.
• Accept the call: When the rep accepts the call on the desk phone, the telephony connector publishes a CALL_CONNECTED event to Salesforce to synchronize the call state.
• Missed or declined calls: If the rep misses or declines the call, or if the connection fails, the telephony provider server sends a hang up signal and triggers the cancelAndReroute API. Then, Salesforce cancels the rep's work and reroutes the call to the next available rep in the queue.
• Drop the call: When the customer drops the call, the telephony provider server calls the clearRouting API. Salesforce cancels the PSR record and deletes the routing session.