Service Cloud Voice for Partner Telephony Developer Guide
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Overview
Recent Changes
Add Support for Voice Resiliency
Key Provisioning
Add a Partner Settings UI to Omni-Channel
Configure Multiple Connector URLs
Customize Error Messages
Disable Call Actions
Desk Phone Support
Enable Headset Support
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
Newer Version Available
Customize Your Implementation
Use this information to customize the setup and add vendor value to your
implementation.
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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Automated Key Provisioning with Service Cloud Voice for Partner Telephony
When a contact center is created and connected with the partner telephony system, the public key for the contact center can be provisioned automatically with an Apex call to the partner system. -
Add a Partner Settings UI to Omni-Channel
Partners can launch a Lightning component from the Omni-Channel widget with their own additional settings. This Lightning component is shown in the Additional Settings section along with other common rep settings. -
Configure Multiple Connector URLs
You can add multiple connector URLs and the corresponding login URLs in the managed package. The admin can select a connector URL during contact center creation. The connector URL and login URL defined in the CVI are used as the default values. If you provide a VendorURL object with a null login URL, then the default login URL from the CVI is used. -
Customize Error Messages
Improve rep efficiency by displaying custom error messages in the Omni-Channel utility whenever a telephony action fails. By default, generic labels are displayed. -
Communicating with Lightning Components
If you set up Service Cloud Voice with Partner Telephony, you must enable communication between the Lightning components and your telephony system. You can do this by creating a Lightning Message Service (LMS) bridge and/or configuring the Service Cloud Voice Toolkit APIs.