Salesforce Voice with 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
Omni-Channel Flows
Add Contact Center Channels to Enable Routing
Queue Mapping and Rep Mapping
Enable the Voice Extension Page in Lightning App Builder
Understand Rep Statuses
Two-Way Rep Status Syncing
Handling Missed Calls and Call Errors
External Routing
Unified Routing
Transfer Calls
Disable Call Actions
Desk Phone Support
Enable Headset Support
Additional Info
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
PDF

Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Omni-Channel Flow for Salesforce Voice with Partner Telephony

Run an Omni-Channel flow using the Salesforce Voice Telephony Integration REST API.

To learn more, see Execute OmniFlow in the Salesforce Voice with Telephony Partners Implementation Guide.

Executing an Omni-Channel Flow for incoming calls (by calling /telephony/v1/voiceCalls/{CALL_ID}/omniFlow) creates a PendingServiceRouting (PSR) record in Salesforce which stays in the queue until the voice call is routed to the rep and the rep accepts the AgentWork. If the voice call is never routed to the rep or the rep declines the AgentWork, the PSR record stays in Salesforce. In order to clean up a PSR record associated with an abandoned or declined voice call, call the Clear Routing API (/telephony/v1/voiceCalls/{CALL_ID}/clearRouting) to clean it up.

Note