Service Cloud Voice for Partner Telephony Developer Guide
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Overview
Recent Changes
Add Contact Center Channels to Enable Routing
Add a Partner Settings UI to Omni-Channel
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
Two-Way Agent Status Syncing
Timed After Conversation Work
Handling Missed Calls and Call Errors
Apex Reference
Troubleshooting
Newer Version Available
Develop Your Solution
After you have the demo connector set up, build out and fine-tune your
solution.
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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Add Contact Center Channels to Enable Routing
To let customers configure call routing for voice calls and to determine when to create an End User record, create a phone channel. After creating a phone channel, you can set up a caller ID tool to create or reuse an End User record. You can also choose whether to associate the End User record with the number dialed. -
Add a Partner Settings UI to Omni-Channel
Partners can launch a Lightning component from the Omni-Channel widget with their own additional settings. This Lightning component is shown in the Additional Settings section along with other common agent settings. -
Accept Inbound Calls in Omni-Channel
Now that you’ve added support for inbound calls, open the Voice Call Simulator and click New Inbound Call. -
Integrate Incoming Voice Call Creation
For inbound calls, when the telephony system receives the incoming call and prepares to route the call to an agent, the telephony system can invoke Service Cloud Voice REST APIs to create the essential Voice Call record to represent the conversation. -
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. -
Transfer Calls in Omni-Channel
Learn how to transfer calls in Omni-Channel. We recommend using the Voice Call Simulator to test different transfer scenarios. -
Record Linking
Use record linking to associate a voice call with other related records. -
Record Calls
Each voice call supports one call recording. If a participant is added to the call, each of the component voice calls can be updated to list the recording URL and duration details. -
Transcribe Calls in Real Time with the Create Transcript API
To see transcriptions in real time you can add the conversation body component in the voice call record page. -
Post-Call CTR Sync with the Update VoiceCall API
This API updates a VoiceCall record after the call has ended. Use this API to update call-related parameters that are unavailable during the VoiceCall creation stage, such as callDuration and numberOfHold. -
Understand Agent Statuses
See how setAgentStatus() is called from the Salesforce core to the connector when an agent performs an action in the Salesforce phone control panel. -
Two-Way Agent Status Syncing
Agent status (that is, agent presence) can be changed from the Omni-Channel widget, which sends status information to the partner connector. We added the ability to change the agent status from the connector, which passes status information back to Salesforce. -
Timed After Conversation Work
Timed After Conversation Work is a pilot feature that customers can enable in their orgs. -
Handling Missed Calls and Call Errors
Calls usually end when an agent clicks the End Call button, which invokes the vendor’s endCall() method; when an agent declines a call in Omni-Channel or with a desk phone; or when a desk phone sends a HANGUP event.