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 must 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.
See Also