Salesforce Voice with Telephony Providers Implementation Guide
jSalesforce Voice with Telephony Providers Implementation Guide
This guide describes how a technical admin or a developer can fine-tune their Salesforce
Voice with Telephony Providers (formerly Service Cloud Voice) implementation after it is set up.
It includes examples for implementing common use cases with Salesforce Voice with Amazon Connect
(formerly Service Cloud Voice with Amazon Connect) and Salesforce Voice for Partner Telephony with
Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect). It
explains how to use Amazon Connect flows for Salesforce Voice, Lambda functions, the Telephony
Integration REST API, the Connect API, and the Voice Toolkit API to extend the functionality. It
also explains how Voice scales during periods of high call volumes.
Before using this guide, ensure that you already have Salesforce Voice with Telephony Providers set up. And be sure to bookmark the Learning Map, a centralized collection of Voice resources that provides documentation, demos, and more for every step in your Voice implementation.