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
During Call Actions
Post-Call Actions
Route Calls
Omni-Channel Flows
Add Contact Center Channels to Enable Routing
Queue Mapping and Agent Mapping
Enable the Voice Extension Page in Lightning App Builder
Understand Agent Statuses
Two-Way Agent Status Syncing
Handling Missed Calls and Call Errors
External Routing
Transfer Calls
Desk Phone Support
Additional Info
Service Cloud Contact Center Connector API Reference
Apex Reference
Troubleshooting
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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.

To learn more, see Execute OmniFlow in the Service Cloud Voice Implementation Guide.

Executing an Omni-Channel Flow for incoming calls (by calling /telephony/v1/voiceCalls/{CALL_ID}/omniFlow) creates a PendingServiceRouting (PSR) record in Salesforce which stays in the queue until the voice call is routed to the agent and the agent accepts the Agent Work. If the voice call is never routed to the agent or the agent declines the Agent Work, the PSR record stays in Salesforce. In order to clean up a PSR record associated with an abandoned or declined voice call, call the Clear Routing API (/telephony/v1/voiceCalls/{CALL_ID}/clearRouting) to clean it up.

Note