Associate Partner Contact Center Users with Queues

Set up queue management to associate partner contact center users with Omni-Channel queues.

Salesforce enhanced Queue Management behavior so that it’s easy for partners and their customers to associate users in a contact center to an associated queue. These queues can route Messaging sessions or Messaging sessions and Voice calls.

To use this feature, implement these Apex interfaces from the service_cloud_voice namespace.

  • QueueManager. This class describes whether the contact center supports queue management. It contains this method.
    • supportsQueueUserGrouping. Indicates whether your implementation supports the queue user grouping feature.
  • QueueSetup. This class performs all the work so that your partner CCaaS implementation stays in sync with Salesforce. It contains these methods.
    • listQueues. Lists all existing queues.
    • createQueue. Creates a queue.
    • removeQueue. Removes an existing queue.
    • associateUsersAndGroupsWithQueue. Associates partner contact center users and groups with a Omni-Channel queue.

The linked sample code in Implement the Apex Class describes how to implement these methods.

  1. When the vendor imports the ConversationVendorInfo record, they must set the following fields.

    • CapabilitiesSupportsQueueManagement. Set this value to true.
    • IntegrationClassId. This value contains the ID of Apex implementation class. For example, 01pxx000000wxyzABC.

  2. The admin must enable the queue management setting in the Service Cloud Voice setup. From Setup, enter Partner Telephony Setup in the Quick Find box, then select Partner Telephony Setup. Enable Update Partner Telephony Queues and Groups. Enable toggle for Update Partner Telephony Queues and Groups

Implement the Apex class using the sample code from the Service Cloud Voice for Partner Telephony Developer Guide: Associate Partner Telephony Users and Groups with Queues. Specify the class ID in the IntegrationClassId field of the ConversationVendorInfo record. If this value isn’t set, an error message appears when trying to set up a queue mapping.