Service Cloud Voice for Partner Telephony Developer Guide

Overview
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
Desk Phone Support
Communicating with Lightning Components
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
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
PDF

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Einstein Conversation Insights (Call Coaching)

Provide support for Einstein Conversation Insights to Service Cloud Voice agents.

In order to support Einstein Conversation Insights for customers, vendors must perform several steps.

  1. Turn on this feature in the ConversationVendorInfo object by specifying the einsteinConversationInsightsSupported value to true. This value creates an entry in the General Settings section of Conversation Insights, which the admin can choose to toggle on or off.

    Einstein conversation insights

  2. Implement service_cloud_voice.RecordingMediaProvider in the Apex class. The method getSignedUrls is called by Salesforce with named credentials (if set up for the org) and a list of vendor call keys. The named credentials can be used to make a call out to the partner system for authentication. The partner has to return a signed URL for each vendor call key (or an error) that is valid for at least five minutes. Salesforce then uses this signed URL to download the recording file for that particular voice call and analyze it.