Recent Changes to the Service Cloud Voice for Partner Telephony Developer Guide

Updates for Winter ‘26

• Added Configure Multiple Connector URLs to add multiple connector URLs and the corresponding login URLs in the managed package.
• Updated Service Cloud Voice for Partner Telephony Apex Reference to include the new service_cloud_voice.VendorConfigProvider Apex interface.
• Updated content for Manage Multiparty Calls and Consult Calls, including prerequisites, limitations and considerations, Add Participants section, and Merge a Consult Call and a Multiparty Call section.
• Updated references to Contact Trace Record (CTR) to be Contact Record, to reflect more current terminology for telephony partners.
• Clarified support for custom demo connector development.

Updates for Summer ‘25

• Updated Unified Routing (Beta) because unified routing now supports outbound calls, skills-based routing, and call transfers.
• Added Manage Multiparty Calls and Consult Calls.

Updates for Spring ‘25

• Moved the Service Cloud Contact Center Connector API reference to a standalone reference guide and removed Contact Center from the title. Access the Service Cloud Connector API Reference in its new location.
• Added Disable Call Actions, and related field updates for VoiceCapabilitiesResult, CallInfo, and publishEvent.
• Added Headset Support which allows reps to control call handling actions using headset, and related field updates for VoiceCapabilitiesResult.
• Updated Desk Phone Support which allows reps to use a desk phone even if microphone settings are disabled in the browser. With this change, we store the selectedPhoneType value and for this release, the param.selectedPhone field of the AgentConfigResult object will be reset to default value due to this change. Added SetAgentConfigResult object.
• Added Unified Routing (Beta) so that Salesforce handles the routing of the inbound voice calls in the voice channels.

Updates for Winter ‘25

• Updated the event type and error type (eventType) values in various code samples and pages of the Connector API Reference to reflect backend changes. For example, changed VOICE.CALL_CONNECTED to VOICE_EVENT_TYPE.CALL_CONNECTED and changed LOGIN_REQUIRED to SHARED_ERROR_TYPE.LOGIN_REQUIRED.
• Added the customIcon field in the Conversation Channel Definition record in Create a Salesforce DX Project. This new field helps admins identify the contact center partner during setup.
• Added the getContacts method to the Connector API Reference under the Common API Methods section. The getContacts method returns a new ContactsResult object.
• Reorganized capabilities into shared and voice categories, resulting in these changes:
  • Removed support for the CapabilitiesResult object in the Connector API Reference. Use the SharedCapabilitiesResult object or VoiceCapabilitiesResult object instead.
  • Removed support for the getCapabilities method in the Connector API Reference. Use the getSharedCapabilities method or getVoiceCapabilities method instead.

Updates for Summer ‘24

• Added instructions for how to Let Reps Control the Callback Experience.

Updates for Spring ‘24

• Moved the ConversationVendorInfo topic to the Object Reference for the Salesforce Platform Guide.
• Updated the Connector API Reference with the following changes: separated the Connector API Methods into a Common API Methods section and a Voice API Methods section; and updated the event type (eventType) values in various code samples and pages to reflect backend changes, for example, changed CALL_CONNECTED to VOICE.CALL_CONNECTED.
• Added the getTelephonyConnector method to the Connector API Reference. The getTelephonyConnector method returns an object of the TelephonyConnector class.
• Added the onAgentWork method to the Connector API Reference. The onAgentWork method sends non-Voice related AgentWork events to the partner contact center
• Added the AgentWork object to the Connector API Reference. The AgentWork object stores information about an AgentWork record.

Updates for Winter ‘24

• Added the ability to Set the Voice Call Record Type to determine the page layout of a voice call record.
• Added a disconnectReason parameter to the Update a Voice Call Record Telephony Integration API to pass in the reason why a voice call was disconnected.
• Added the ability to Send Real-Time Conversation Events generated from intelligence sources to the rep console. Also added Apex classes and interfaces to the Apex Reference section to support real-time signals.

Updates for Summer ‘23

• Added the Create Transcripts in Bulk Telephony Integration API to support bulk transcriptions in real time.
• Added steps on how to Customize Error Messages. Also added the CustomError Connector API object to support the feature.
• Added steps on how to Enable Agent-to-Agent Calls. Also added the hasPhoneBook parameter to the CapabilitiesResult Connector API object.
• Added the Service Cloud Voice Lightning Web Component Toolkit API Telephony Actions page to support LWC telephony actions.
• Added the addParticipant, endCall, merge, sendDigits, and swap Toolkit API telephony actions to automate softphone call control events. The actions are supported for both Lightning Web Component and Aura components.
• Updated the Create a Voice Call Record Telephony Integration API to state that callAttributes now supports call transfers and callbacks.

Updates for Spring ‘23

• Added more guidelines regarding call transcription: Transcribe Calls in Real Time.
• Added Hide Call Controls and the associated new show methods in CallInfo.
• Added UpdateOrgDomainProvider to the list of supported Apex interfaces. Implement this interface to get notified of My Domain changes in your org, which require updates to Service Cloud Voice. See Service Cloud Voice for Partner Telephony Apex Reference.
• Added steps on how to Configure Estimated Wait Times for Queues and associated fields to the CallInfo, CapabilitiesResult, and Contact objects.
• Added steps on how to Enable the Voice Extension Page in Lightning App Builder. Also introduced a VoiceExtension metadata type to support the Voice Extension FlexiPage.
• Added Associate Partner Telephony Users and Groups with Queues.

Updates for Winter ‘23

• This guide has been reorganized so that it’s easier to find information.
• Updated information in the Outbound Dialers section about how to use a preview dialer. Related updates:
  • Added the startPreviewCall method to the Toolkit API Lightning component.
  • Added the CallOrigin field to the VoiceCall object (in the Object Reference Guide).
• New topic: Send Voicemails to Reps. Related updates:
  • Added a callOrigin parameter to Create a Voice Call Record Telephony Integration API.
  • Added a callOrigin parameter to Update a Voice Call Record Telephony Integration API.
• New topic: Transfer Calls to a Queue. Related updates:
  • Added a queue parameter to Create a Voice Call Record Telephony Integration API.
• New topic: Change Status While on a Call.

Updates for Summer ‘22

New topics:

• Perform a Blind Transfer
• Use Click-to-Dial for Transfers
• Customize the Destination List for Call Transfers in Omni-Channel
• Enable Voice Call Transfers via Salesforce Omni-Channel Flows
• Connector & Supervisor API
  • CapabilitiesResult—Moved existing capabilities from AgentConfigResult to this new object. Added capabilities for new features (supervisor barge in, blind transfer, transfer to Omni-Channel flow, filter by transfer category).
  • getCapabilities
  • supervisorBargeIn
  • SupervisedCallInfo
  • hasTransferToOmniFlow

Changes to existing topics:

• Quick Start Partner Telephony Package. Added the ServiceCloudVoice component, which is automatically enabled when the quick-start-partner-telephony package is installed.
• Supervisor Listen In or Barge In—Added info about Supervisor Barge In and changed all references from AgentConfigResult to the new CapabilitiesResult.
• Troubleshooting—Added info about the possible causes when the Omni-Channel widget doesn't show AgentWork.
• Connector & Supervisor API
  • AgentConfigResult—Moved some of the params to CapabilitiesResult.
  • getPhoneContacts—Added a mention to contact types (not just contacts).
  • PhoneContactsResults—Added a parameter for contact types.
  • publishEvent—Added new events for Supervisor Barge In.
  • SupervisorEvents—Added new events for Supervisor Barge In.

Updates for Spring ‘22

New topics:

• Add Contact Center Channels to Enable Routing
• Add a Partner Settings UI to Omni-Channel
• Two-Way Rep Status Syncing
• Automated Key Provisioning
• Supervisor Listen In
• Outbound Dialers
• Line-Specific Controls
• Supervisor API
• Universal Call Recording Playback in Call Recordings

Changes to existing topics:

• Apex Reference—Added KeyProvider and PhoneNumberProvider.
• ConversationVendorInfo—Added keyProvisioningSupported, partnerPhoneNumberSupported, and universalCallRecordingAccessSupported.
• Connector API
  • publishEvent—Added supervisor events.
  • AgentStatusInfo—New class.
  • CallInfo—New class.
• Troubleshooting—Added a Download Connector Logs section.