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
Accept Inbound Calls in Omni-Channel
Integrate Incoming Voice Call Creation
Make Outbound Calls in Omni-Channel
Transfer Calls in Omni-Channel
Record Linking
Record Calls
Transcribe Calls in Real Time with the Create Transcript API
Post-Call CTR Sync with the Update VoiceCall API
Understand Agent Statuses
Timed After Conversation Work
Handling Missed Calls and Call Errors
Advanced Concepts
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
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Make Outbound Calls in Omni-Channel

Outbound calls can be made in two ways. Agents can dial a phone number in the Omni-Channel utility Phone tab, or they can click a phone field to initiate an outbound call from a contact, case, or other Salesforce record.
  1. Open the Omni-Channel utility and dial a number.Omni-Channel utility window with phone number.
  2. Verify that the number is called. The phone call appears in the Omni-Channel utility, first as "Dialing". It can be changed to "Connected" when Customer Joins is clicked on the remote controller, which in turn dispatches the event CALL_CONNECTED.Omni-Channel utility related record window.