Queue Mapping and Rep Mapping

Learn how to handle queue mapping and rep 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.

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.

See Also