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
Unified Routing for Desk Phone
Configure Callbacks
Request and Manage Callbacks
Transfer Calls to an Omni-Channel Flow
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.

Unified Routing for Desk Phone

To route a voice call to a rep’s desk phone, configure unified routing for desk phone in a managed package.

The high-level unified routing for desk phone design flow is:

Unified routing flow for deskphone
  • Receive incoming call: A customer initiates a call, which the telephony provider server receives.
  • Create a voice call: The telephony provider server sends a request to create a voice call to the telephony server. The telephony server processes the request and returns a voice call ID.
  • Execute Omni-Channel flow: The telephony provider server executes the Omni-Channel flow by invoking the Salesforce Telephony Service's Execute an Omni Flow API Call. Salesforce Omni-Channel runs the flow and creates a Pending Service Routing (PSR) record to track the routing process.
  • Route call and notify rep: Salesforce pushes the work to a rep’s Omni-Channel console if the rep is in an available Presence Status and has capacity to receive a voice call. Simultaneously, the telephony connector listens for the WORK_ASSIGNED event.
  • Ring desk phone: When the WORK_ASSIGNED event is received, the telephony connector triggers the ring on the rep's desk phone.
  • Accept the call: When the rep accepts the call on the desk phone, the telephony connector publishes a CALL_CONNECTED event to Salesforce to synchronize the call state.
  • Missed or declined calls: If the rep misses or declines the call, or if the connection fails, the telephony provider server sends a hang up signal and triggers the cancelAndReroute API. Then, Salesforce cancels the rep's work and reroutes the call to the next available rep in the queue.
  • Drop the call: When the customer drops the call, the telephony provider server calls the clearRouting API. Salesforce cancels the PendingServiceRouting (PSR) record and deletes the routing session.