Salesforce Voice with Telephony Providers Implementation Guide

Overview
Release Notes
Examples of Common Use Cases
Telephony Integration API
Toolkit API
Lightning Web Component
Aura Component
Telephony Events
Telephony Actions
Conversation Events
Next Best Action
Lightning Data Service
Sample Code
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
PDF

Salesforce Voice Aura Toolkit API Telephony Events

Make your components context-aware by listening to events that take place during phone calls.

The following telephony events are available.

Event Name Description
AUDIO_STATS Sent during a call, publishing real-time WebRTC audio statistics every 30 seconds.

This event isn't supported in Salesforce Voice (Native Telephony).
CALL_STARTED Sent when the call starts.

This event isn't supported in Salesforce Voice (Native Telephony).
CALL_CONNECTED Sent when the call connects.
CALL_ENDED Sent when the call ends.
HOLD Sent when the call is put on hold.
RESUME Sent when the call resumes after hold.
MUTE Sent when the call is muted.
UNMUTE Sent when the call is unmuted.
PARTICIPANT_ADDED Sent when a participant is added to the call.
PARTICIPANT_REMOVED Sent when a participant is removed from the call.
CONFERENCE Sent when participants on a three-way call are all taken off hold.
SWAP Sent when participants on a three-way call have their hold status swapped.

This event isn't supported in Salesforce Voice (Native Telephony).
PAUSE_RECORDING Sent when the rep pauses call recording.
RESUME_RECORDING Sent when the rep resumes call recording.
WRAP_UP_ENDED Sent when the rep exits after call work status.

This event isn't supported in Salesforce Voice (Native Telephony).

To subscribe to these events, add a telephony event listener for each event you want to listen to. 

1// Subscribe
2cmp.find('voiceToolkitApi')
3   .addTelephonyEventListener('CALL_STARTED', telephonyEventListenerFunc);
4
5// Unsubscribe
6cmp.find('voiceToolkitApi')
7   .removeTelephonyEventListener('CALL_STARTED', telephonyEventListenerFunc);

When an event occurs, you receive a JSON payload that contains the event type, along with any relevant data. For instance, the CALL_STARTED event contains this payload.

1{
2  "type": "CALL_STARTED",
3  "detail": {
4    "callId": "d7a9f1b7-fc17-43fe-8ca7-e584a2b34792",
5    "callType": "outbound",
6    "participant": "+1 (415) 999-0000"
7  }
8}

All payloads contain some basic information, such as the event type (type) and a unique call identifier (callId). Events can contain additional values within the detail object. Refer to the table for all the possible properties that can appear within the detail object of the payload.

Event Name Payload “detail” Properties
AUDIO_STATS
  • callId (string): Unique ID of the voice call within the telephony system. For example, if the telephony system is Amazon Connect, this value is the contact ID.
  • stats (string): Media type. Possible values are: “inputChannelStats” and “outputChannelStats”.
  • packetsLost (int): Number of packets lost during transmission.
  • packetsCount (int): Number of packets transmitted.
  • jitterBufferMillis (int): Time it took to buffer incoming packets, measured in milliseconds.
  • roundTripTimeMillis (int): Time it took for the packet to travel to and from the receiver, measured in milliseconds.
  • statsCount (int): Number of times the statistics have been collected or reported. For internal use only.

This event isn't supported in Salesforce Voice (Native Telephony).
CALL_STARTED
  • callId (string): Unique call identifier value.
  • callType (string): "inbound" or "outbound".
  • participant (string): Phone number.

This event isn't supported in Salesforce Voice (Native Telephony).
CALL_CONNECTED
  • callId (string): Unique call identifier value.
  • callType (string): "inbound" or "outbound".
  • participant (string): Phone number.
  • callAttributes (object): additional call attributes provided by the telephony provider

    For example: see CALL_CONNECTED.

    The structure of the callAttributes varies depending on the telephony provider. Not all values of callAttributes have the properties shown in the example.
CALL_ENDED
  • callId (string): Unique call identifier value.
HOLD
  • callId (string): Unique call identifier value.

  • participant (string): Phone number or Amazon Quick Connect name.
RESUME
  • callId (string): Unique call identifier value.

  • participant (string): Phone number or Amazon Quick Connect name.
MUTE
  • callId (string): Unique call identifier value.
UNMUTE
  • callId (string): Unique call identifier value.
PARTICIPANT_ADDED
  • callId (string): Unique call identifier value.

  • participant (string): Phone number or Amazon Quick Connect name.
PARTICIPANT_REMOVED
  • callId (string): Unique call identifier value.
  • participant (string): Phone number or Amazon Quick Connect name
CONFERENCE
  • callId (string): Unique call identifier value .
SWAP
  • callId (string): Unique call identifier value.

This event isn't supported in Salesforce Voice (Native Telephony).
PAUSE_RECORDING
  • callId (string): Unique call identifier value.
RESUME_RECORDING
  • callId (string): Unique call identifier value.
WRAP_UP_ENDED
  • callId (string): Unique call identifier value .

This event isn't supported in Salesforce Voice (Native Telephony).

Payloads may contain other system-generated information.

CALL_CONNECTED

1{
2    "type": "CALL_CONNECTED",
3    "detail": {
4        "callId": "4ba06a63-f1d3-44b6-a9ff-f57143a37c1",
5        "callType": "outbound",
6        "participant": "+1 (90 274-0615",
7        "callAttributes":{
8            "isTranscribed": "true",
9            "languageCode": "en-US"
10        }
11    }
12}