Service Cloud Voice for Partner Telephony Developer Guide
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Overview
Recent Changes
Add Support for Voice Resiliency
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
Desk Phone Support
Apex Reference
Troubleshooting
Newer Version Available
Start Calls
This section provides guidelines related to starting 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. To update your solution to include Bring Your Own Channel for CCaaS Messaging capabilities along with Service Cloud Voice, see the Bring Your Own Channel Developer Guide.
Important
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Accept Inbound Calls in Omni-Channel
Now that you’ve added support for inbound calls, open the Voice Call Simulator and click New Inbound Call. -
Integrate Incoming Voice Call Creation
For inbound calls, when the telephony system receives the incoming call and prepares to route the call to an agent, the telephony system can invoke Service Cloud Voice REST APIs to create the essential Voice Call record to represent the conversation. -
Make Outbound Calls in Omni-Channel
Outbound calls can be made in two ways. Agents can dial a phone number in the Omni-Channel utility Phone tab, or they can click a phone field to initiate an outbound call from a contact, case, or other Salesforce record. -
Record Linking
Use record linking to associate a voice call with other related records. -
Queued Callbacks
When a customer makes an inbound call, the telephony system first creates a voice call and then routes the call to the available agent. If no agent is available and the customer requests a callback, you must publish a QUEUED_CALLBACK_STARTED event. -
Let Agents Control the Callback Experience
Customize the way agents handle callbacks. -
Outbound Dialers with Service Cloud Voice for Partner Telephony
You can use a preview dialer or a progressive dialer with Service Cloud Voice for Partner Telephony. -
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. -
Set the Voice Call Record Type
Customize the page layout of a voice call record. -
Send Voicemails to Agents
Let customers send your agents voicemails that agents can review along with a transcription. -
Hide Call Controls
You can hide many of the call control buttons that appear to the agent in the Omni-Channel widget. These buttons can be hidden or shown for each call. By default, buttons are visible.