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
Start Calls
During Call Actions
Post-Call Actions
Route Calls
Transfer Calls
Disable Call Actions
Desk Phone Support
Enable Headset Support
Additional Info
Einstein Conversation Insights (Call Coaching)
Replay Active Calls on Refresh
Host the Connector as a Visualforce Page
Call Scenario Diagrams
Line-Specific Controls
Download Connector Logs
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
PDF

Einstein Conversation Insights (Call Coaching)

Provide support for Einstein Conversation Insights to Service Cloud Voice reps.

In order to support Einstein Conversation Insights (ECI) for customers, vendors must perform several steps.

ECI is available in Performance and Unlimited Editions, and as an add-on in Enterprise Edition. Please reach out to your Salesforce account executive if you require one of these orgs to test your ECI integration.

For more information about setting up ECI, see Set Up Einstein Conversation Insights in Salesforce Help.

  1. Turn on this feature in the ConversationVendorInfo object by specifying the einsteinConversationInsightsSupported value to true. This value creates an entry in the General Settings section of Conversation Insights, which the admin can choose to toggle on or off.

    Einstein conversation insights

  2. Implement service_cloud_voice.RecordingMediaProvider in the Apex class. The method getSignedUrls is called by Salesforce with named credentials (if set up for the org) and a list of vendor call keys. The named credentials can be used to make a call out to the partner system for authentication. The partner has to return a signed URL for each vendor call key (or an error) that is valid for at least five minutes. Salesforce then uses this signed URL to download the recording file for that particular voice call and analyze it.