Service Cloud Connector API Reference

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Service Cloud Connector API Reference
Release Notes
Get Started
Base Connector API
initializeConnector
publishError
publishEvent
Connector API Methods
Connector API Class Objects
Supervisor API
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publishEvent

Publishes an event to Salesforce. The event payload is verified to ensure that it’s the correct type before it’s published. Use this method to publish an event from a desk phone or directly from the partner connector.

Parameters

Field Details
param
Type
object
Description
Contains an event type and a payload.
param.eventType
Type
string
Possible Values
  • SHARED_EVENT_TYPE.AFTER_CONVERSATION_WORK_ENDED
  • SHARED_EVENT_TYPE.AFTER_CONVERSATION_WORK_STARTED
  • SHARED_EVENT_TYPE.ERROR
  • SHARED_EVENT_TYPE.GET_AGENT_STATUS
  • SHARED_EVENT_TYPE.GET_AGENT_STATUS_RESULT
  • SHARED_EVENT_TYPE.GET_CONTACTS_RESULT
  • SHARED_EVENT_TYPE.INFO
  • SHARED_EVENT_TYPE.LOGIN_RESULT
  • SHARED_EVENT_TYPE.LOGOUT_RESULT
  • SHARED_EVENT_TYPE.LOGIN_STARTED
  • SHARED_EVENT_TYPE.MESSAGE
  • SHARED_EVENT_TYPE.REMOTE_CONTROLLER
  • SHARED_EVENT_TYPE.SET_AGENT_STATUS
  • SHARED_EVENT_TYPE.SET_AGENT_STATUS_RESULT
  • SHARED_EVENT_TYPE.SHOW_LOGIN
  • SHARED_EVENT_TYPE.SHOW_STORAGE_ACCESS
  • SHARED_EVENT_TYPE.STATE_CHANGE
  • SHARED_EVENT_TYPE.STORAGE_ACCESS_RESULT
  • SHARED_EVENT_TYPE.WARNING
  • VOICE_EVENT_TYPE.AFTER_CALL_WORK_STARTED
  • VOICE_EVENT_TYPE.AGENT_CONFIG_UPDATED
  • VOICE_EVENT_TYPE.AGENT_ERROR
  • VOICE_EVENT_TYPE.CALL_BARGED_IN
  • VOICE_EVENT_TYPE.CALL_CONNECTED
  • VOICE_EVENT_TYPE.CALL_FAILED
  • VOICE_EVENT_TYPE.CALL_STARTED
  • VOICE_EVENT_TYPE.GET_AUDIO_DEVICES
  • VOICE_EVENT_TYPE.HANGUP
  • VOICE_EVENT_TYPE.HOLD_TOGGLE
  • VOICE_EVENT_TYPE.MUTE_TOGGLE
  • VOICE_EVENT_TYPE.PARTICIPANT_ADDED
  • VOICE_EVENT_TYPE.PARTICIPANT_CONNECTED
  • VOICE_EVENT_TYPE.PARTICIPANTS_CONFERENCED
  • VOICE_EVENT_TYPE.PARTICIPANTS_SWAPPED
  • VOICE_EVENT_TYPE.PHONE_CONTACTS
  • VOICE_EVENT_TYPE.QUEUED_CALL_STARTED
  • VOICE_EVENT_TYPE.RECORDING_TOGGLE
  • VOICE_EVENT_TYPE.SIGNED_RECORDING_URL
  • VOICE_EVENT_TYPE.SHOW_TRANSFER_VIEW
  • VOICE_EVENT_TYPE.SOFTPHONE_ERROR
  • VOICE_EVENT_TYPE.SUPERVISOR_BARGED_IN
  • VOICE_EVENT_TYPE.SUPERVISOR_CALL_CONNECTED
  • VOICE_EVENT_TYPE.SUPERVISOR_CALL_STARTED
  • VOICE_EVENT_TYPE.SUPERVISOR_HANGUP
  • VOICE_EVENT_TYPE.UPDATE_AUDIO_STATS
  • VOICE_EVENT_TYPE.UPDATE_AUDIO_STATS_COMPLETED
  • VOICE_EVENT_TYPE.WRAP_UP_ENDED
  • VOICE_EVENT_TYPE.CALL_UPDATED
Description

Event type to publish.

If the rep status is offline, you shouldn’t publish the following events: MESSAGE, CALL_CONNECTED, CALL_STARTED, HANGUP,MUTE_TOGGLE, HOLD_TOGGLE, RECORDING_TOGGLE, UPDATE_AUDIO_STATS, PARTICIPANT_ADDED,PARTICIPANT_CONNECTED,PARTICIPANTS_CONFERENCED, PARTICIPANTS_SWAPPED, QUEUED_CALL_STARTED, CALL_UPDATED. If you publish one of these events when a rep is offline, they’re notified regardless of their status.

As of Winter ‘24 and later, reps can change their Omni-Channel presence status after AgentWork is assigned but before they accept or decline the call. Partners should handle the SET_AGENT_STATUS event during this period between CALL_STARTED and CALL_CONNECTED.
param.payload
Type
object
Description
Payload for the event. The payload must be an object with the payload class associated with the EVENT_TYPE if specified. Otherwise, the event isn’t dispatched.

Example

publishEvent({ 
  eventType: Constants.VOICE_EVENT_TYPE.CALL_CONNECTED, 
  payload: new CallResult({ call }) // "call" contain the PhoneCall object
});