Symptom
When attempting to install Salesforce Omni-Channel for Aircall, users might encounter an error message indicating that the object named 'UserServicePresence' can't be found. The detailed error message may include lines such as:
(User_Service_Presence_Changed) The object named UserServicePresence can't be found.
Invalid type: UserServicePresence
Variable does not exist: p
Invalid type: Schema.ServicePresenceStatus
Variable does not exist: s
Cause
This issue arises when the Salesforce Omni-Channel feature has not been activated or configured in Salesforce prior to attempting to install the Aircall Omni-Channel integration. Specifically, the following fields and objects are unavailable because Omni-Channel has not been correctly set up:
- UserServicePresence
- ServicePresenceStatus
Solution
To resolve this issue, follow these steps:
- Delete the current Aircall Omni-Channel package from Salesforce if previously installed.
- Ensure that Omni-Channel is fully set up in Salesforce:
- Go to Salesforce Setup.
- Search for 'Omni-Channel Settings' and enable the Omni-Channel feature if it is not already activated.
- Configure the necessary Service Channels and Presence Configurations in Salesforce.
- Once Omni-Channel is set up in Salesforce, retry the installation process for the Aircall Omni-Channel integration as detailed in the guidelines provided:
- Click 'Install for All Users'.
- Grant the necessary permissions by checking 'Yes, grant access to these third-party web sites' and click 'Continue'.
For detailed steps on setting up Omni-Channel in Salesforce, refer to the article: Installing Salesforce Omni-Channel for Aircall.
Additional Information
Additional resources that might be helpful: