Service Cloud Voice for Partner Telephony Developer Guide

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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
Associate Partner Telephony Users and Groups with Queues
Change Status While on a Call
Transcribe Calls in Real Time
Send Real-Time Signals
Supervisor Listen In or Barge In
Send Additional Call Information
Post-Call Actions
Route Calls
Transfer Calls
Disable Call Actions
Desk Phone Support
Enable Headset Support
Additional Info
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
PDF

Change Status While on a Call

With the pending status change feature, reps can change their Omni-Channel status while on a call.

To use this feature, vendors should set the value of hasPendingStatusChange in CapabilitiesResult to true. After Salesforce receives a value of true from the getCapabilities() method, the Omni-Channel status change button is enabled for reps during a call.

Then, when setAgentStatus requests are made, Salesforce supports an additional parameter, enqueueNextState, and the vendor can implement the enqueue status change feature to support this behavior.

As of Winter ‘24 and later, reps can also change their Omni-Channel status after AgentWork is assigned but before they accept or decline the call. Partners should listen for and handle the SET_AGENT_STATUS event during this period between CALL_STARTED and CALL_CONNECTED.

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