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
During Call Actions
Post-Call Actions
Route Calls
Transfer Calls
Transfer Calls in Omni-Channel
Agent Availability
Customize the Destination List for Call Transfers in Omni-Channel
Enable Voice Call Transfers Using Omni-Channel Flows and Partner Telephony
Transfer Calls to a Queue
Perform a Blind Transfer
Use Click-to-Dial for Transfers
Phone Contact Search
Desk Phone Support
Additional Info
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
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Perform a Blind Transfer

With the blind transfer feature, vendors can use the addParticipant Connector API method to hang up and transfer a call rather than add a caller to an existing conversation.

To enable blind transfer:

  1. Using the Connector API, set the value of hasBlindTransfer in CapabilitiesResult to true. See getCapabilities().
  2. Update the implementation of addParticipant() to perform a blind transfer when the isBlindTransfer argument is true. A sample blind transfer is implemented in the Demo Connector.

To perform a blind transfer:

  1. Using a softphone, when the call is connected, a new button with the label “Blind Transfer” shows up. Click this button to call addParticipant(contact, call, true).
  2. Using a hardphone, perform a blind transfer and publish the PARTICIPANT_ADDED event.

Blind transfer