Service Cloud Voice with Partner Telephony Developer Guide

Service Cloud Voice with Partner Telephony Developer Guide
Set Up and Publish Your Partner Telephony Package
Set Up Your Production Org
Connect Your Telephony System to Salesforce
Set Up Authentication
Develop Your Solution
Advanced Concepts
Connector API Reference
Object Reference
Troubleshooting
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Service Cloud Voice with Partner Telephony Troubleshooting

Review tips for troubleshooting common problems.

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

The Connector Doesn’t Load Successfully

Issues you could see:
  • Omni-Channel widget doesn’t show the phone control panel.
  • Log in failed in Omni-Channel widget.
Possible causes:
  • Your org doesn’t have the proper licenses to allow you to use the Service Cloud Voice Partner Telephony product.
  • The agent isn’t assigned to the required permission set.
  • The agent isn’t added to the Contact Center.
  • The adapter URL isn’t configured correctly in your Contact Center.
    • To find out the adapter URL of your Contact Center, you could use any Salesforce public API to read the CallCenter object.
    • The adapter URL in the Contact Center gets inserted from the value in the ConversationVendorInfo record. When you import the Contact Center XML file in Setup, it points to the developer name of the ConversationVendorInfo.
  • The adapter URL isn’t accessible.
  • The microphone isn’t allowed and enabled in the browser.
  • CORS-related issue. The connector is loaded in an iframe. You can try to set up CORS for your host in Salesforce Setup.

Partner Telephony Setup Node Doesn’t Display

Issues you could see:
  • You can't find the Partner Telephony Setup node in Salesforce Setup.
  • You can’t find the Partner Telephony Contact Center List View node in Salesforce Setup.
Possible causes:
  • Your org doesn’t have the proper licenses to allow you to use the Service Cloud Voice with Partner Telephony product.
  • Service Cloud Voice with Partner Telephony product isn’t turned on.
    • If Voice with Partner Telephony isn’t enabled in the org, the Partner Telephony Contact Center node that shows the Contact Center list view doesn’t appear in the Salesforce Setup.

Phone Control Fails

Issues you could see:
  • Some of the phone controls aren’t working (for example, accept a call, hold a call, transfer a call).
  • Seeing error message or warnings in the Service Console.
Possible causes:
  • The connector API isn’t implemented properly.
Troubleshooting tips:
  • Open the browser developer console and look for errors. Pay attention to the log messages that start with [sdk] or [connector].
  • Enable the Debug mode in Salesforce to see non-minified JavaScript code in the browser developer console.
  • Use the remote simulator to compare the API parameters and responses between the demo connector and your connector implementation.