Service Cloud Voice for Partner Telephony Developer Guide
jSummer '26 (API version 67.0)
Spring '26 (API version 66.0)
Winter '26 (API version 65.0)
Summer '25 (API version 64.0)
Spring '25 (API version 63.0)
Winter '25 (API version 62.0)
Summer '24 (API version 61.0)
Spring '24 (API version 60.0)
Winter '24 (API version 59.0)
Summer '23 (API version 58.0)
Spring '23 (API version 57.0)
Winter '23 (API version 56.0)
Summer '22 (API version 55.0)
Spring '22 (API version 54.0)
Winter '22 (API version 53.0)
Summer '21 (API version 52.0)
Overview
Recent Changes
Desk Phone Support
Einstein Conversation Insights (Call Coaching)
Replay Active Calls on Refresh
Host the Connector as a Visualforce Page
Voice Resiliency
Call Scenario Diagrams
Line-Specific Controls
Apex Reference
Troubleshooting
Newer Version Available
Additional Info
This section provides additional information about your Service Cloud Voice for Partner
Telephony implementation.
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 Salesforce Help.
Important
-
Einstein Conversation Insights (Call Coaching)
Provide support for Einstein Conversation Insights to Service Cloud Voice agents. -
Replay Active Calls on Refresh
When an agent refreshes the Salesforce page in the middle of a call, getActiveCalls() is called to restore the state of the VoiceCall record page and to attempt to replay the call with the same payload. -
Host the Connector as a Visualforce Page
You can also host your connector as a Visualforce page in Salesforce and package it. -
Voice Resiliency
The Voice Resiliency service allows customers to continue using basic voice features such as inbound calling, outbound calling, transfers, and callbacks when the voice call record creation fails. -
Call Scenario Diagrams
Understand different call scenarios, such as an agent receiving or declining an inbound call. -
Line-Specific Controls with Service Cloud Voice for Partner Telephony
We now support enabling and disabling the Remove Participant UI control for each participant during a conference call. For example, you can disable the Remove Participant UI control for the primary caller.