Service Cloud Voice for Partner Telephony Developer Guide

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
Post-Call Actions
Route Calls
Omni-Channel Flows
Add Contact Center Channels to Enable Routing
Queue Mapping and Rep Mapping
Enable the Voice Extension Page in Lightning App Builder
Understand Rep Statuses
Two-Way Rep Status Syncing
Handling Missed Calls and Call Errors
External Routing
Unified Routing
Transfer Calls
Disable Call Actions
Desk Phone Support
Enable Headset Support
Additional Info
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
PDF

Queue Mapping and Rep Mapping

This topic provides guidance on how to handle queue mapping and rep mapping.

Queue Mapping

Partners can provide a list of queues at runtime, which can be mapped by the admin to external queues in Salesforce using contact center UI. This mapping is used when a flow executes and returns a queue. In order to provide a list of queues for the UI, the partner package has to perform the following steps:

  1. Set partnerTransferDestinationsSupported to true in the partner ConversationVendorInfo record.
  2. Implement the Apex interface service_cloud_voice.TransferDestinationProvider.

Rep Mapping

Partners who support user syncing are able to support rep mapping in Salesforce. There’s currently no UI to see the rep mapping, but the mapping entries are stored in CallCenterRoutingMap in Salesforce. This mapping is used when a flow executes and returns a rep. In order to support rep mapping, the partner package has to perform the following steps:

  1. Set userSyncingSupported to true in the partner ConversationVendorInfo record.
  2. Implement the Apex interface service_cloud_voice.UserSyncing, and return a unique user ID from the partner system in UserSyncingResponse.