Service Cloud Voice Implementation Guide
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Service Cloud Voice Aura Toolkit API Telephony Actions
Give admins the ability perform softphone call controls. For example, allow admins to use their Bluetooth headset OEMs to send and receive call control actions to and from an Omni-Channel softphone.
The following methods are available.
| Method Name | Arguments | Description |
|---|---|---|
| mute | None | Mute the call. |
| unmute | None | Unmute the call. |
| hold |
Name: participantType Type: string Description: Put the call on hold. Possible values are Initial_Caller and Third_Party. |
Put the call on hold. |
| resume |
Name: participantType Type: string Description: Resume the call if it’s on hold. Possible values are Initial_Caller and Third_Party. |
Resume the call if it's on hold. |
| endCall | None | End the call. |
| acceptCall | None | Accept the call. |
| declineCall | None | Decline the call. |
| pauseRecording | None | Pause the call recording. |
| resumeRecording | None | Resume the call recording. |
To perform telephony actions, load the Service Cloud Voice Aura Toolkit voiceToolkitApi, and then add a telephony method for each call control you want to allow admins to perform.
For example, add the following components to let admins accept calls, end calls, decline calls, pause a call recording, and resume a paused recording.
See the Toolkit API SampleComponentHelper.js file in GitHub for more examples.