Service Cloud Voice for Partner Telephony Developer Guide

Overview
Recent Changes
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
Key Provisioning
Supervisor Listen In
Outbound Dialers
Line-Specific Controls
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
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Outbound Dialers with Service Cloud Voice for Partner Telephony

You can use a preview dialer or a progressive dialer with Service Cloud Voice for Partner Telephony.

Preview (Push) Dialer

A preview dialer works similarly to callbacks. The Connector publishes PREVIEW_CALL_STARTED and the agent gets a request agent work item, which can be accepted or declined. After the call is accepted, the connector publishes a CALL_STARTED event. After the customer connects, the connector can publish CALL_CONNECTED. Salesforce creates the inbound voice call in preview mode.

Progressive Dialer

A progressive dialer works similarly to inbound calls. The vendor telephony system dials the customer without notifying the agent. After the customer picks up the call, the vendor follows the inbound call flow (that is, create a Voice Call, send CALL_STARTED, accept or decline).