Service Cloud Voice with Partner Telephony Developer Guide
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Desk Phone Support
Queued Callbacks
Replay Active Calls on Refresh
Host the Connector as a Visualforce Page
Voice Resiliency
Call Scenario Diagrams
External Routing
Troubleshooting
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Advanced Concepts
These topics cover some advanced concepts associated with Service Cloud Voice with
Partner Telephony.
This guide is for telephony providers who are creating a solution that integrates Service Cloud Voice with their telephony system. If that’s not you, see the Service Cloud Voice Implementation Guide or the Salesforce Help.
Important
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Desk Phone Support
If the telephony provider supports desk phones, agents can make outbound calls or answer inbound calls from their desk phone. Agents can also decline calls and initiate transfers from their desk phone. -
Communicating with Lightning Components
You can communicate between a Lightning component and your telephony system using two different options: the Lightning Message Bridge and the Service Cloud Voice Toolkit API. -
Queued Callbacks
When a customer makes an inbound call, the telephony system first creates a voice call and then routes the call to the available agent. If no agent is available and the customer requests a callback, you must publish a QUEUED_CALLBACK_STARTED event. -
Replay Active Calls on Refresh
When an agent refreshes the Salesforce page in the middle of a call, getActiveCalls() is called to restore the state of the VoiceCall record page and to attempt to replay the call with the same payload. -
Host the Connector as a Visualforce Page
You can also host your connector as a Visualforce page in Salesforce and package it. -
Voice Resiliency
The Voice Resiliency service allows customers to continue using basic voice features such as inbound calling, outbound calling, transfers, and callbacks when the voice call record creation fails. -
Call Scenario Diagrams
Understand different call scenarios, such as an agent receiving or declining an inbound call. -
External Routing
Omni-Channel routes work to agents using a two-step process. In the first step, a PendingServiceRouting (PSR) is created which represents a work assignment that’s waiting to be routed. If this PSR’s RoutingModel field is set to ExternalRouting, Omni-Channel won’t route the PSR and waits for the vendor to create the AgentWork record for the assigned agent using the PSR.