Service Cloud Voice Implementation Guide
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Service Cloud Voice Aura Toolkit API Telephony Actions
Programmatically raise softphone call control events or even build your own softphone UI. For example, build integrations with peripherals like Bluetooth headsets, or programmatically perform actions on the rep’s behalf, such as adding a participant to a conference call.
The following methods are available.
| Method Name | Description | Arguments |
|---|---|---|
| mute | Mute the call. | None. |
| unmute | Unmute the call. | None. |
| hold | Put the call on hold. |
Name: participantType Type: string Description: The participant type whose call was put on hold. Possible values are "Initial_Caller" and "Third_Party". |
| resume | Resume the call if it's on hold. |
Name: participantType Type: string Description: The participant type whose call was resumed. Possible values are "Initial_Caller" and "Third_Party". |
| endCall | End the call. | None. |
| acceptCall | Accept the call. | None. |
| declineCall | Decline the call. | None. |
| pauseRecording | Pause the call recording. | None. |
| resumeRecording | Resume the call recording. | None. |
| startPreviewCall | Start the preview call. |
Name: phoneNumber Type: string Description: The phone number for the preview call. |
| merge | Resume the call for all participants on a three-way call. | None. |
| swap | Swap two of the participants on a three-way call, where one participant is on hold. The call for the participant on hold resumes while the other participant is put on hold. | None. |
| addParticipant | Add a third participant to an existing call between a rep and a caller. |
Name: contactType Type: string Description: The transfer destination type for addParticipant provided by the customer. Possible values are "PhoneNumber" and "AgentOrQueueId". Name: contactValueType: string Description: The transfer destination value for addParticipant provided by the customer. Possible values are the phone number if contactType is "PhoneNumber", or the agent ID or queue ID if contactType is "AgentOrQueueId". Name: isBlindTransferType: boolean Description: Indicates whether the participant was added through a blind transfer. If true, the participant was added through a blind transfer. |
| sendDigits | Send digits to the active call. |
Name: digit Type: string Description: The digits of the phone number sent by the rep. Possible values are 0-9, *, #, A, B, C, D, and comma (,). |
| endCall | End the call. |
Name: participantType Type: string Description: The participant who ended the call. Possible values are "Initial_Caller", "Third_Party", and "Agent". |
To perform telephony actions, load the Service Cloud Voice Aura Toolkit voiceToolkitApi, and then add a telephony method for each call control you want to allow admins to perform.
For example, add the following components to let admins accept calls, end calls, decline calls, pause a call recording, and resume a paused recording.
({
acceptCall: function(cmp) {
cmp.find('voiceToolkitApi').acceptCall()
},
endCall: function(cmp) {
cmp.find('voiceToolkitApi').endCall()
},
declineCall: function(cmp) {
cmp.find('voiceToolkitApi').declineCall()
},
pauseRecording: function(cmp) {
cmp.find('voiceToolkitApi').pauseRecording()
},
resumeRecording: function(cmp) {
cmp.find('voiceToolkitApi').resumeRecording()
}
startPreviewCall: function(cmp) {
var params = cmp.get('v.phoneNumber');
cmp.find('voiceToolkitApi').startPreviewCall(params);
}
})See the Toolkit API SampleComponentHelper.js file in GitHub for more examples.