Service Cloud Voice for Partner Telephony Developer Guide

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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
Key Provisioning
Add a Partner Settings UI to Omni-Channel
Customize Error Messages
Communicating with Lightning Components
Use the Lightning Message Service Bridge
Use the Service Cloud Voice Toolkit API
Start Calls
During Call Actions
Post-Call Actions
Route Calls
Transfer Calls
Disable Call Actions
Desk Phone Support
Enable Headset Support
Additional Info
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
PDF

Communicating with Lightning Components

If you set up Service Cloud Voice with Partner Telephony, you must enable communication between the Lightning components and your telephony system. You can do this by creating a Lightning Message Service (LMS) bridge and/or configuring the Service Cloud Voice Toolkit APIs.
The Lightning Message Service bridge lets you:
  • Send messages to the connector and receive messages from the connector at any time.
  • Send custom messages between the telephony system and components on the page.
The Service Cloud Voice Toolkit API lets you:
  • Receive telephony events, including start, end, and mute call events.
  • Take advantage of a predefined set of Voice-related messages, such as CALL_STARTED, CALL_CONNECTED, and PAUSE_RECORDING.

We recommend using the LMS Bridge for communication between the Omni-Channel softphone and your components because it’s more secure and flexible. However, you may choose to use the Service Cloud Voice Toolkit API instead because of its simplicity.