Service Cloud Voice for Partner Telephony Developer Guide

Overview
Recent Changes
Publish Partner Telephony Package
Set Up Your Production Org
Connect Telephony System to Salesforce
Set Up Authentication
Customize Your Implementation
Start Calls
Accept Inbound Calls in Omni-Channel
Integrate Incoming Voice Call Creation
Make Outbound Calls in Omni-Channel
Record Linking
Transcribe Calls in Real Time with the Create Transcript API
Queued Callbacks
Outbound Dialers
Post-Call Actions
Route Calls
Transfer Calls
Desk Phone Support
Additional Info
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
PDF

Newer Version Available

This content describes an older version of this product. View Latest

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

PREVIEW_CALL_STARTED won’t be supported starting with the Winter '23 release.

Note

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).