Service Cloud Voice for Partner Telephony Developer Guide
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Overview
Recent Changes
Add Support for Voice Resiliency
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
Map Telephony Error Codes to Salesforce Outbound Call Errors
Disable Call Actions
Desk Phone Support
Enable Headset Support
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
Newer Version Available
Start Calls
This section provides guidelines related to starting calls.
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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Accept Inbound Calls in Omni-Channel
Now that you’ve added support for inbound calls, open the Voice Call Simulator and click New Inbound Call. -
Integrate Incoming Voice Call Creation
For inbound calls, when the telephony system receives the incoming call and prepares to route the call to a rep, the telephony system can invoke Service Cloud Voice REST APIs to create the essential Voice Call record to represent the conversation. -
Record Linking
Use record linking to associate a voice call with other related records. -
Queued Callbacks
When a customer makes an inbound call, the telephony system first creates a voice call and then routes the call to the available rep. If no rep is available and the customer requests a callback, you must publish a QUEUED_CALLBACK_STARTED event. -
Let Reps Control the Callback Experience
Customize the way reps handle callbacks. -
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. -
Enable the Phone Book for Outbound Calls
Enable the phone book so reps can use their speed-dial list to make rep-to-rep and rep-to-queue calls. When the phone book is enabled, a rep can view a list of reps and queues in the Omni-Channel utility and place a call to the destination rep. For rep-to-queue calls, a rep selects the queue from the phone book, which determines which rep to contact. -
Set the Voice Call Record Type
Customize the page layout of a voice call record. -
Send Voicemails to Reps
Let customers send your reps voicemails that reps can review along with a transcription. -
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. -
Manage Multiparty Calls and Consult Calls
Include up to six participants on a voice call, including the rep and customer. In addition to the six participants, a supervisor can listen in or barge in. While on a call with a customer, a rep can make a separate consult call before merging the calls together or ending the consult call. During the consult call, multiparty call participants are on a type of hold. Telephony partners specify whether to disable hold music so that call group participants can continue their conversation. -
Map Telephony Error Codes to Salesforce Outbound Call Errors
When an outbound call fails, intercept the error in your connector implementation, and map it to a specific Salesforce error constant by populating the error.type field. Return the rejected Promise containing the specific error type to show a descriptive error message to the rep in the Omni-Channel console.