Service Cloud Voice for 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
Accept Inbound Calls in Omni-Channel
Integrate Incoming Voice Call Creation
Record Linking
Queued Callbacks
Let Reps Control the Callback Experience
Outbound Dialers
Enable the Phone Book for Outbound Calls
Set the Voice Call Record Type
Send Voicemails to Reps
Hide Call Controls
Manage Multiparty Calls and Consult Calls
Map Telephony Error Codes to Salesforce Outbound Call Errors
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

Let Reps Control the Callback Experience

Customize the way reps handle callbacks.

By default with queued callbacks, when a rep accepts a callback request, the Omni-Channel utility automatically dials the callback number and the call is immediately active.

To give reps more control, configure the callback feature so reps can decide how the call is handled when they accept a callback request. Reps can view the callback details with information about the customer’s request. Then they can transfer the callback request to another rep, initiate a callback through click-to-dial with the listed preferred phone number, or contact the end user at another phone number.

Available in API version 60.0 and later for Service Cloud Voice with Partner Telephony.

Prerequisites:

Enable the option so that customers can create callback requests.

To allow click-to-dial callbacks or transfers from Contact Requests, follow these steps.

  1. When a customer submits a contact request to request a callback, the partner creates a ContactRequest record and an associated AgentWork record. The ContactRequest has the IsCallback field set to true.
  2. A rep gets assigned the agentWork record through the Omni-Channel widget and accepts the work.
  3. The rep can review the details of the contact request and determine their next steps.
    • If the rep is ready, they call the customer by using click-to-dial from one of the options on the Contact Request page. This callback is handled through the ContactRequest object, and it creates an additional agentWork record. To ensure that click-to-dial calls made through the content request are marked as callbacks rather than outbound calls, verify that ContentRequest.IsCallback is true.
    • If the rep prefers to transfer the contact request and its associated agentWork instead, the rep clicks Transfer on the ContactRequest record page. The partner must send Salesforce the TRANSFER_CALLBACK_REQUEST Connector event to open the Phone transfer view in the Omni-Channel utility. When the rep identifies who they want to transfer the call to and selects Transfer, Salesforce sends an add_participant event to the partner with isBlindTransfer=true.
  4. The partner listens for the AgentWorkClosed event to release the rep’s capacity so that they can receive the next call.