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
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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Enable Headset Support

Enable headset support so that reps can control call actions such as accept, mute, unmute, and decline calls from their headsets.

This feature applies to the following telephony model:

  • Service Cloud Voice with Partner Telephony

Perform the following steps using the Connector API to enable headset support.

  • When implementing getVoiceCapabilities(), set the value of isHidSupported in VoiceCapabilitiesResult to true. When the rep selects the headset, the headset information is sent using the SET_AGENT_CONFIG event.
  • Add handlers to listen to the events from the headset, adding parsers for each type of HID device to determine the event type as accept, mute, unmute, or decline.
  • Each headset model has a specific signal for each of the actions. Configure the Connector API interface to explicitly publish each headset call event and error using the publishEvent() and publishError() APIs, respectively. For example, when muting the headset, call the mute() method on the Connector API Interface implementation and send a promise back to Salesforce.

See a sample implementation of the headset capabilities in the demo connector. The demo connector code available in Github is not generic which means a headset parser is required for each kind of headset, for example the Github sample supports only certain models such as:

  • Plantronics Blackwire 5220 Series - accept/decline/mute/unmute call actions supported
  • Jabra Evolve Link Ms - accept/decline call actions supported