Map Telephony Error Codes to Salesforce Outbound Call Errors

This mapping is optional. If you don’t populate the error.type field, or if the provided type is null, Salesforce defaults to the generic CAN_NOT_START_THE_CALL error type.

Map your telephony system's error codes to the Salesforce error constants to trigger specific messages for the rep:

• AGENT_AT_MAXIMUM_CAPACITY: Rep has reached the maximum number of allowed concurrent calls defined by your system.
• AGENT_NOT_INITIALIZED: Rep's softphone or connection ID isn’t initialized yet.
• PHONE_NUMBER_NOT_VALID: The dialed number doesn’t exist or is invalid.
• PHONE_NUMBER_NOT_VALID_E164_FORMAT: The dialed number is valid but requires E.164 formatting.
• AREA_CODE_NOT_IN_DIALABLE_LIST: The dialed number belongs to a region or country code that is restricted.
• UNAUTHORIZED_SERVICE_CALL: Rep doesn’t have the necessary permissions to make this call or has exceeded the system call limits.
• OUTBOUND_QUEUE_MISCONFIGURED: The routing queue associated with the outbound call is missing required settings.
• CALL_THROTTLED: The call failed because rate limits are exceeded.
• TIMEOUT_ERROR: The connection attempt to the telephony server timed out.
• UNABLE_TO_CONNECT_TO_AGENT: The system failed to establish a connection between the rep and the telephony server due to network issues or rep configuration errors.

If an outbound call fails:

• Intercept the specific error code in your system.
• Create a standard Error object and set the error.type field to the corresponding Salesforce error constant. For example, Constants.VOICE_ERROR_TYPE.AGENT_AT_MAXIMUM_CAPACITY.
• Reject the Promise using the modified error object.

Salesforce receives the rejected Promise, logs the specific error type, and shows the error message to the rep in the Omni-Channel console.

In this example implementation, the standard Error object is instantiated using the message received from your telephony system. The AGENT_AT_MAXIMUM_CAPACITY Salesforce error constant is assigned to the error.type field. A rejected Promise containing this error object is returned to map the error scenario to provide a descriptive error message to the rep.

1// for rep at max capacity
2const error = new Error(partnerError.message);
3error.type = Constants.VOICE_ERROR_TYPE.AGENT_AT_MAXIMUM_CAPACITY;
4return Promise.reject(error);