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
Transfer Calls
Configure Estimated Wait Times for Queues
Agent Availability
Customize the Destination List for Call Transfers in Omni-Channel
Enable Voice Call Transfers Using Omni-Channel Flows and Partner Telephony
Transfer Calls to a Queue
Perform a Blind Transfer
Use Click-to-Dial for Transfers
Phone Contact Search
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.

Transfer Calls to a Queue

Transfer a call to a Salesforce queue so that a supervisor can see the transferred call waiting in the queue.

To use this feature, when transferring a call with the Create a Voice Call Record Telephony API, set initiationMethod to "Transfer" and set queue to either the Salesforce queue object ID or the vendor’s external queue ID. See Create a Voice Call Record.