I'm building a Service Cloud Voice for Partner Telephony POC but I'm having an issue now with the Decline Call event.
We have it configured with a Declined reason and everything but we are not seeing the Decline Call getting triggered at all, either from the connector or base connector.
There is no decline event either on the agent debug log.
Any setting we might be missing ?
To fix the issue where the declineCall method fails to trigger in your Service Cloud Voice Partner Telephony POC, first open your active presence configuration in Setup and ensure that the Allow agents to decline work requests checkbox is enabled, as disabling this setting can silently drop decline events. Verify success by reviewing your agent debug logs to confirm that clicking decline successfully fires the event payload back to the contact center event stream.
Next, inspect your telephony connector implementation code to confirm that the declineCall method is properly bound to the Omni-Channel workspace API event listener rather than an unhandled custom button action. Verify this step was successful by opening your browser console while reproducing the call decline action to check for uncaught JavaScript errors or failed postMessage payloads originating from the partner telephony softphone frame.
