Service Cloud Voice for Partner Telephony Developer Guide
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Overview
Recent Changes
Omni-Channel Flows
Add Contact Center Channels to Enable Routing
Queue Mapping and Agent Mapping
Understand Agent Statuses
Two-Way Agent Status Syncing
Handling Missed Calls and Call Errors
External Routing
Desk Phone Support
Apex Reference
Troubleshooting
Newer Version Available
Route Calls
This section provides guidelines related to routing calls.
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
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Omni-Channel Flow for Service Cloud Voice for Partner Telephony
Run an Omni-Channel flow using the Service Cloud Voice Telephony Integration REST API. -
Add Contact Center Channels to Enable Routing
To let customers configure call routing for voice calls and to determine when to create an End User record, create a phone channel. After creating a phone channel, you can set up a caller ID tool to create or reuse an End User record. You can also choose whether to associate the End User record with the number dialed. -
Queue Mapping and Agent Mapping
This topic provides guidance on how to handle queue mapping and agent mapping. -
Understand Agent Statuses
See how setAgentStatus() is called from the Salesforce core to the connector when an agent performs an action in the Salesforce phone control panel. -
Two-Way Agent Status Syncing
Agent status (that is, agent presence) can be changed from the Omni-Channel widget, which sends status information to the partner connector. We added the ability to change the agent status from the connector, which passes status information back to Salesforce. -
Handling Missed Calls and Call Errors
Calls usually end when an agent clicks the End Call button, which invokes the vendor’s endCall() method; when an agent declines a call in Omni-Channel or with a desk phone; or when a desk phone sends a HANGUP event. -
External Routing
Omni-Channel routes work to agents using a two-step process. In the first step, a PendingServiceRouting (PSR) is created which represents a work assignment that’s waiting to be routed. If this PSR’s RoutingModel field is set to ExternalRouting, Omni-Channel won’t route the PSR and waits for the vendor to create the AgentWork record for the assigned agent using the PSR.