Service Omni Presence User Config Deploy

service-omni-presence-user-config-deploy

Deploy an Omni PresenceUserConfig (the "presence configuration" that governs how work is offered to agents) together with the PresenceDeclineReason it references, in one atomic Metadata API package. The decline / auto-accept / decline-reason / ACW fields have cross-field validators — enabling Decline requires Auto-Accept off, Decline Reason requires Decline on, and the ACW timer must be paired with its max time — so they can only be set correctly as a single whole-record write, not field-by-field. This skill encodes that consistent record and assigns it to the given agents. It runs after service-omni-agent-users-create / service-omni-presence-status-deploy and is invoked by service-omni-channel-setup-coordinate as a rep-experience step.

Inputs

bash scripts/deploy-and-report.sh <org-alias> [config_developer_name] [agent_usernames_csv]

• org-alias (required).
• config_developer_name (optional, default Omni_Demo_Presence_Config).
• agent_usernames_csv (optional). Comma-separated Usernames (…@…) and/or 15/18-char User Ids (005…) to assign; Ids are resolved to usernames (metadata assigns by username). May also be set via AGENT_USERNAMES_CSV. Empty → the config deploys with no user assignments.

Env overrides: DECLINE_REASON_LABEL (default Training), DECLINE_REASON_DEVELOPER_NAME (default derived from the label), CAPACITY (default 5, 1–100), ACW_SECONDS (default 60, 10–3600), PRESENCE_STATUS_ON_DECLINE (optional ServicePresenceStatus DeveloperName).

Preconditions and safety

• Target org authenticated via sf CLI, Service Cloud license, sf CLI ≥ 2.139.6.
• Omni-Channel base settings enabled (service-omni-base-settings-configure).
• Any PRESENCE_STATUS_ON_DECLINE must already exist (service-omni-presence-status-deploy).
• The three-way safe_to_write production guard applies.

Run

deploy-and-report.sh materializes two components into a temp DX project and deploys them in one call:

1. PresenceDeclineReason:<reason> — the decline reason (label only).
2. PresenceUserConfig:<config> — capacity + label, enableAutoAccept=false, enableDecline=true, enableDeclineReason=true, declineReasons=<reason>, hasAfterConvoWorkTimer=true, afterConvoWorkMaxTime=<ACW_SECONDS>, optional presenceStatusOnDecline, and assignments/users for the resolved agents.

Elements are emitted in strict XSD order. Idempotency comes from the Metadata API files[].state per component (Unchanged→reused, Changed→updated, Created→created); the deploy runs --async and polls to a terminal state.

Behavior

Whole-record + consistent. The record is always emitted with the validator-safe combination, so a re-deploy is a clean no-op rather than a field diff that could trip a cross-field rule.

Non-destructive. Only the named config and decline reason are written; other presence configs and decline reasons on the org are never touched. Assignments are declared for the resolved agents; the skill does not remove users it did not add (a redeploy declares the full assignment set for this config).

Output contract

A single JSON object: status ∈ created | updated | reused | blocked, config ({developer_name, label, capacity, acw_seconds, state}), decline_reason ({developer_name, label, state}), assigned_usernames, deploy_id, manual_actions, blocking_issue.

Limitations

• One presence configuration per invocation.
• Encodes the decline+ACW rep profile from the steel thread; other field combinations require forking the XML template.
• Does not set the channel-level After-Conversation-Work timer on a ServiceChannel (a separate concern), deploy ServicePresenceStatus, or grant status access via permission set.

References