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 |