Service Cloud Voice for Partner Telephony Developer Guide
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Overview
Desk Phone Support
Einstein Conversation Insights (Call Coaching)
Queued Callbacks
Replay Active Calls on Refresh
Host the Connector as a Visualforce Page
Voice Resiliency
Call Scenario Diagrams
External Routing
Mean Opinion Score (MOS)
Phone Contact Search
Omni-Channel Flow
Queue Mapping, Agent Mapping, Agent Availability
Apex Reference
Troubleshooting
Newer Version Available
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. -
Einstein Conversation Insights (Call Coaching)
Provide support for Einstein Conversation Insights to Service Cloud Voice agents. -
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. -
Mean Opinion Score (MOS)
Support MOS using Service Cloud Voice for Partner Telephony. -
Phone Contact Search
When an agent adds a participant to a call, Salesforce provides a UI to search for transfer destinations. -
Omni-Channel Flow for Service Cloud Voice for Partner Telephony
Run an Omni-Channel flow using the Service Cloud Voice Telephony Integration REST API. -
Queue Mapping, Agent Mapping, Agent Availability
This topic provides guidance on how to handle queue mapping, agent mapping, and agent availability.