Comments on: Guide to setup Omni Channel in Salesforce with Video

By: Shivani

Shivani — Tue, 16 Nov 2021 06:55:46 +0000

In reply to Ritiks. I am also facing this issue. Do you get solution for this?Please let me know. Urgent Solution Required.

By: Dayanand Kumbhar

Dayanand Kumbhar — Wed, 13 Dec 2017 10:44:00 +0000

In reply to Rahul Gade. hahahaha..agree with Rahul

By: Rahul Gade

Rahul Gade — Wed, 13 Dec 2017 10:41:00 +0000

ekdam farzi….copy paste from salesforce document

By: shravan bowrampet

shravan bowrampet — Sun, 12 Mar 2017 12:22:00 +0000

Hi Jitendra,

I have written UserservicePresence trigger and the functionality is working fine. But I’m unable to write test class for the trigger as DML is not allowed on UserServicePresence trigger.

Could you please let me know if you know a way to write code coverage for this trigger?

By: Ritiks

Ritiks — Thu, 29 Dec 2016 06:11:00 +0000

Hi Sir,
I have implemented Omni channel in my project. However, I am facing an issue.
Whenever a case comes up in any agent’s Omni channel it also changes the owner of the case to the agent.

So, for example, if there is case which is assigned to ‘Queue 1’ and ‘Agent 1’ is the member of the queue. Whenever the ‘Agent 1’ comes online, the case comes up in the Omni channel of ‘Agent 1’, also, the case owner gets changed automatically to ‘Agent 1’. However, if the agent declines the case or logs of the Omni channel, the case get reassigned to queue.
Could you please let me know if there is any configuration that I am missing. Or is the way Omni channel behaves?

By: Priyanka Singh

Priyanka Singh — Thu, 19 May 2016 06:23:00 +0000

In reply to Jitendra Zaa. hi sir,can i get some code.Plz post some code that will be helpful.

By: Jitendra Zaa

Jitendra Zaa — Wed, 18 May 2016 12:22:00 +0000

In reply to Priyanka Singh. You can use SOS objects. However, not sure if it supports desktop application.

By: Priyanka Singh

Priyanka Singh — Wed, 18 May 2016 05:03:00 +0000

Hi, how can i implement video calling in salesforce considering that if i dont have service cloud && user to user calling??? urgent requirement in project.

By: Jitendra Zaa

Jitendra Zaa — Thu, 12 May 2016 16:06:00 +0000

In reply to Abhilash K. I have not received capacity error yet However agree that Omni channel needs to evolved more. I have developed custom solution in many projects for routing based on round robin, sticky and custom criteria based which are very powerful, however at same time it consumes cpu time making system heavier. I would rather wait for Omni channel to get better instead of going with some custom solution.

By: Abhilash K

Abhilash K — Thu, 12 May 2016 13:13:00 +0000

Did you get the notorious ‘At Capacity’ error while testing this out? Not sure if this happens only when you combine Live Agent and Omni-channel (Omni-channel can replace the Live Agent component in Console). I think Omni-channel still needs time to mature.