Phone Contact Search

Search and Pagination

getPhoneContacts() is called by Salesforce with a filter argument. The filter object has the keys contains, limit, and offset. limit is a constant set to 50 and offset is calculated by the UI.

If the vendor supports contact search (by specifying AgentConfigResult.hasContactSearch as true), the following events occur.

• When the transfer UI is shown, getPhoneContacts({limit: 50}) is called and the vendor can return the most recent 50 items.
• With every search or filtering request, Salesforce calls getPhoneContacts({contains: string, limit: 50, offset: number }).
• When scrolling down (“progressive loading”), Salesforce calls getPhoneContacts({contains: string, filter: string, limit: 50, offset: calculated}).

Example scenarios:

• At initialization time: getPhoneContacts({limit: 50}) → [a1,b2... x50] (most recent contacts)
• When searching for "xyz": getPhoneContacts({contains: "xyz", limit: 50, offset: 0}) → [xyz1,xyz2... xyz50]
• When scrolling down: getPhoneContacts({contains: "xyz", offset: 50, limit: 50}) → [xyz51,xyz52... xyz100]

Pseudo Contact Search

A new capability called hasContactSearch is available. When the vendor doesn’t implement contact search, the capability is set to false or undefined. If the capability is false or undefined, Salesforce gets all phone contacts (up to 1000) and stores them in memory. Then, for every scroll or search, Salesforce does a “pseudo search,” or a simple filtering, and shows the data that matches the filter. getPhoneContacts() is called one time. Pagination is not supported beyond 1000 records when hasContactSearch is disabled.

Unified Routing for Salesforce Voice with Partner Telephony

The hasContactSearch capability is ignored for Unified Routing with Partner Telephony. Salesforce always provides contact search from memory. Vendors should supply only the external contacts. Salesforce fetches agent, flow, and queue information directly and ignores any non-phone contacts. Salesforce can display up to a maximum of 1000 contacts. If a vendor provides more, the other contacts will be ignored, and pagination won't be supported.