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
Associate Partner Telephony Users and Groups with Queues
Change Status While on a Call
Transcribe Calls in Real Time with the Create Transcript API
Send Real-Time Conversation Events
Supervisor Listen In or Barge In
Post-Call Actions
Route Calls
Transfer Calls
Desk Phone Support
Additional Info
Connector API Reference
Object Reference
Apex Reference
Troubleshooting
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Transcribe Calls in Real Time with the Create Transcript API

To see transcriptions in real time, add the Enhanced Conversation component to the Voice Call record page through the Lightning App Builder. You can add this component for orgs that use Voice with Amazon Connect. For orgs that use Voice with Partner Telephony, add this component only if your telephony provider supports transcription.

You can send the transcribed messages to the Create Transcript API with the valid JWT token. To learn more, see Create Transcript. This API uses JWT authorization to communicate with Salesforce.

You can also use the Connect REST API to upload or update transcripts.

Some additional guidance:

  • Review the transcript-related limitations specified in Salesforce Help: Service Cloud Voice Limits and Limitations.
  • When specifying the vendorCallKey for a transferred call, use the vendorCallKey of the parentVoiceCall. That is, use the voice call ID for the call with the original agent.
  • During a conversation that involves a transfer, all calls in the conversation get transcripts from the entire call. After the call ends, the transcript disappears from the conversation body component for a brief period while the post-call association takes place.
  • The post-call association process is triggered by the conversation closed event. This process ensures that the transcript for each call segment only includes the conversation during that time period. This process can take a few minutes.