For automated testing, is there a way to mock getting an external call in omnichannel?
1 answer
Hi,
As far as I know, there isn’t a built-in way to fake an inbound call in Omni-Channel the same way you can simulate a chat or a case push. Voice routing depends completely on the CTI adapter, and Salesforce won’t generate a mock call event on its own.
If you just need to test routing logic, the closest option is whatever your telephony provider offers for test or sandbox calls. Most of them have a test number or a softphone mode that lets you trigger an inbound call without using a real phone line.
Omni-Channel only reacts once the CTI adapter tells it a call arrived, so that’s the part you need to simulate.
