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
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Hide Call Controls

You can hide many of the call control buttons that appear to the rep in the Omni-Channel widget. These buttons can be hidden or shown for each call. By default, buttons are visible.

Omni call controls

These buttons can be hidden from view.

  • Mute
  • Record (or Recording)
  • Add Caller
  • Blind Transfer
  • Merge
  • Swap

The keypad is always displayed.

To hide a button, specify false for the show method in the CallInfo object. For instance, use showAddCallerButton to hide or show the add caller button. The CallInfo object is used by the PhoneCall object for methods such as acceptCall.