Understand Rep Statuses

See how setAgentStatus() is called from the Salesforce core to the connector when a rep performs an action in the Salesforce phone control panel.
This table explains how rep statuses are represented in Omni-Channel and in the connector.
Rep Action in Salesforce Rep Status in Omni SetAgentStatus sent to Connector Connector Event/Callback Rep Status in Vendor/Queue
Log in as offline Offline YES SetAgentStatus Offline/NotAvailableForRouting
Log in as online Online YES SetAgentStatus Online/AvailableForRouting
Make outbound call Online NO dial() NotAvailableForRouting
During outbound call Online NO CALL_CONNECTED NotAvailableForRouting
During After Conversation Work (ACW) after outbound call Online NO HANG_UP/endCall() NotAvailableForRouting
Close Voice Call tab during ACW after outbound call Online YES SetAgentStatus AvailableForRouting
Receive inbound call Online NO CALL_STARTED NotAvailableForRouting
Accept inbound call Online NO acceptCall() NotAvailableForRouting
Decline inbound call Online NO declineCall() AvailableForRouting
During inbound call Online NO CALL_CONNECTED NotAvailableForRouting
During ACW after inbound call Online NO HANG_UP/endCall() NotAvailableForRouting
Close Voice Call tab during ACW after inbound call Online YES SetAgentStatus AvailableForRouting

The telephony system should be in an infinite wrap-up for all calls (including for After Conversation Work). This way, when a rep finishes a call, they aren’t added to the queue until they’re made available by logging in as online or by closing the Voice Call tab during an After Conversation Work period.

Note