Service Cloud Voice for Partner Telephony Developer Guide

Overview
Recent Changes
Publish Partner Telephony Package
Set Up Your Production Org
Add Support for Voice Resiliency
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
Queued Callbacks
Let Agents Control the Callback Experience
Outbound Dialers
Enable the Phone Book for Outbound Calls
Set the Voice Call Record Type
Send Voicemails to Agents
Hide Call Controls
During Call Actions
Post-Call Actions
Route Calls
Transfer Calls
Desk Phone Support
Additional Info
Service Cloud Contact Center Connector API Reference
Apex Reference
Troubleshooting
PDF

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Enable the Phone Book for Outbound Calls

Enable the phone book so agents can use their speed-dial list to make agent-to-agent and agent-to-queue calls. When the phone book is enabled, an agent can view a list of agents and queues in the Omni-Channel utility and place a call to the destination agent. For agent-to-queue calls, an agent selects the queue from the phone book, which determines which agent to contact.

This feature leverages the getPhoneContacts() function to get the list of phone contacts and contact types that appear in the Omni-Channel utility.

This feature applies to the following telephony model:
  • Service Cloud Voice with Partner Telephony

Enable the Phone Book

Perform the following steps using the Connector API to enable the phone book feature.

  1. When implementing getCapabilities(), set the value of hasPhoneBook in CapabilitiesResult to true.
  2. When implementing dial(), set the appropriate callType for the agent and queue contact types. For example, if contact type is 'agent', set callType to InternalCall, which represents a call made between agents within a contact center. In our demo implementation of dial(), contact type ‘agent’ is set to callType InternalCall, and contact type ‘queue’ is set to callType Outbound.
  3. To ensure internalCall works seamlessly, make sure the Salesforce administrator configures support for agent-to-agent calls at the org level by selecting the Voice Call (VoiceCall) Change Data Capture entity.
  4. When an agent makes a phone book InternalCall, the agent’s participantType should be Initial_Caller, and the receiving agent’s participantType should be Agent in your CallResult. See the demo implementation of dial() for an example.
  5. To ensure the agents’ respective names appear in voice call transcripts, make sure the participantId appears in the transcripts. See the Create a Transcript API for more information.
  6. When two agents share the same voice call record for callType InternalCall, the first agent (Agent 1) is a standard user with restricted access to the VoiceCall object, while the second agent (Agent 2) becomes the owner of the VoiceCall record. This might cause Agent 1 to lose access to the VoiceCall record. To ensure Agent 1 can access the VoiceCall record, create sharing rules based on group membership by adding all agents who use the phone book feature as members of a Salesforce group that has “Read Only” access created for that group.

Test the Phone Book

  1. In the Capabilities section of your Service Cloud Voice (demo connector) phone simulator, select Support Phone Book. You can also find the hasPhoneBook capability listed in the baseConnector.js demo connector file in GithHub.
  2. In the Omni-Channel utility, click the phone book icon (person avatar) just to the right of the phone number field.
  3. Verify the directory of agent and queue contacts appears.

If two agents are on a phone book InternalCall and one of the agents transfers the call to a third agent, the new VoiceCall record created for the third agent will be callType Transfer.

Note