Using the Telephony Integration API | Service Cloud Voice Implementation Guide

Telephony Integration REST API Authorization
The Telephony Integration REST API requires JWT authorization. Usually, the provisioning process already sets up this authorization for you. This content simply provides instructions in case you must manually set up this authorization.

Create a Voice Call Record
Creates a voice call (VoiceCall) record containing the participants (that is, the caller and recipient) in the call.

Update a Voice Call Record
Updates a voice call (VoiceCall) record.

Create a Transcript
Creates a transcribed version of a voice call in real time.

Create Transcripts in Bulk
Creates transcripts in bulk across multiple voice calls in real time. These voice calls can include inbound calls, transfer calls, outbound calls, and callback calls.

Execute an Omni-Channel Flow
Executes the Omni-Channel flow to route voice calls. It passes the call ID (Salesforce VoiceCallId or telephony vendor ContactId) as parameters to the flow and returns the agent or queue routing instructions to the contact flow. By default, Service Cloud Voice uses the Omni-Channel flow (or fallback queue) specified for the phone channel that matches the dialed number. If the dialed number doesn’t match an existing phone channel, you can optionally set a new dialed number, Omni-Channel flow, and fallback queue as input parameters to this API call.

Send a Real-Time Conversation Event
Send real-time conversation events generated from intelligence sources to the agent console.

Store a Post-Call Conversation Event
Store post-call conversation events generated from intelligence sources, such as Amazon Connect Contact Lens, into the conversation data store. Users can also specify the target objects (for example, VoiceCall, ConversationEntry) related to the specific event.

Clear Routing
Deletes the PendingServiceRouting (PSR) record for a voice call. This API doesn’t need to be called for most scenarios; the PSR record is automatically deleted when the call is no longer being routed. However, there are some scenarios, like for missed or abandoned calls when using partner telephony systems (excluding Amazon Connect), where you must explicitly call this API to clear the PSR record.

Telephony Integration REST API Sample Code
The following JavaScript code sample performs the authorization process and then invokes the Voice API.