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
Record Linking
Queued Callbacks
Let Reps Control the Callback Experience
Outbound Dialers
Enable the Phone Book for Outbound Calls
Set the Voice Call Record Type
Send Voicemails to Reps
Hide Call Controls
Manage Multiparty Calls and Consult Calls
During Call Actions
Post-Call Actions
Route Calls
Transfer Calls
Disable Call Actions
Desk Phone Support
Enable Headset Support
Additional Info
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
PDF

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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.

Preview (Push) Dialer

The PREVIEW_CALL_STARTED Connector API call is no longer supported starting with the Winter '23 release.

Note

To use a preview dialer, create a preview dialer Lightning component and then use the startPreviewCall method in the Aura-based Toolkit API to initiate outbound calls. Calling this method ensures that the VoiceCall record has the CallType field set to Outbound and the CallOrigin field set to Preview. See the Sample Aura Component in GitHub.

Progressive Dialer

A progressive dialer works similarly to inbound calls. The vendor telephony system dials the customer without notifying the rep. After the customer picks up the call, the vendor follows the inbound call flow (that is, create a Voice Call, send CALL_STARTED, accept or decline).