Map Telephony Error Codes to Salesforce Outbound Call Errors

When an outbound call fails, intercept the error in your connector implementation, and map it to a specific Salesforce error constant by populating the error.type field. Return the rejected Promise containing the specific error type to show a descriptive error message to the rep in the Omni-Channel console.

This mapping is optional. If you don’t populate the error.type field, or if the provided type is null, Salesforce defaults to the generic CAN_NOT_START_THE_CALL error type.

Map your telephony system’s error codes to the Salesforce error constants to trigger specific messages for the rep:

  • AGENT_AT_MAXIMUM_CAPACITY: Rep has reached the maximum number of allowed concurrent calls defined by your system.
  • AGENT_NOT_INITIALIZED: Rep’s softphone or connection ID isn’t initialized yet.
  • PHONE_NUMBER_NOT_VALID: The dialed number doesn’t exist or is invalid.
  • PHONE_NUMBER_NOT_VALID_E164_FORMAT: The dialed number is valid but requires E.164 formatting.
  • AREA_CODE_NOT_IN_DIALABLE_LIST: The dialed number belongs to a region or country code that is restricted.
  • UNAUTHORIZED_SERVICE_CALL: Rep doesn’t have the necessary permissions to make this call or has exceeded the system call limits.
  • OUTBOUND_QUEUE_MISCONFIGURED: The routing queue associated with the outbound call is missing required settings.
  • CALL_THROTTLED: The call failed because rate limits are exceeded.
  • TIMEOUT_ERROR: The connection attempt to the telephony server timed out.
  • UNABLE_TO_CONNECT_TO_AGENT: The system failed to establish a connection between the rep and the telephony server due to network issues or rep configuration errors.

If an outbound call fails:

  • Intercept the specific error code in your system.
  • Create a standard Error object and set the error.type field to the corresponding Salesforce error constant. For example, Constants.VOICE_ERROR_TYPE.AGENT_AT_MAXIMUM_CAPACITY.
  • Reject the Promise using the modified error object.

Salesforce receives the rejected Promise, logs the specific error type, and shows the error message to the rep in the Omni-Channel console.

In this example implementation, the standard Error object is instantiated using the message received from your telephony system. The AGENT_AT_MAXIMUM_CAPACITY Salesforce error constant is assigned to the error.type field. A rejected Promise containing this error object is returned to map the error scenario to provide a descriptive error message to the rep.

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