Service Cloud Voice Implementation Guide
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Service Cloud Voice Implementation Guide
This guide describes how a technical admin or a developer can fine-tune their Service
Cloud Voice implementation after it is set up. It includes examples for implementing common use
cases. It explains how to use contact flows, Lambda functions, the Telephony Integration REST API,
the Connect API, and the Voice Toolkit API to extend the functionality. It also explains how Voice
scales during periods of high call volumes.
Before using this guide, ensure that you already have Service Cloud Voice set up. And be sure to bookmark the Service Cloud
Voice Learning Map, a centralized collection of Voice resources that provides
documentation, demos, and more for every step in your Voice implementation.