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
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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.
  1. Open the Omni-Channel utility and dial a number.Omni-Channel utility window with phone number.
  2. Verify that the number is called. The phone call appears in the Omni-Channel utility, first as "Dialing". It can be changed to "Connected" when Customer Joins is clicked on the remote controller, which in turn dispatches the event CALL_CONNECTED.Omni-Channel utility related record window.