Service Cloud Voice for Partner Telephony Developer Guide

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Overview
Recent Changes
Publish Partner Telephony Package
A Note About Scratch Orgs
Create a Service Cloud Voice Package
Get Started with the Quick Start 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
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
PDF

Get Started with the Quick Start Partner Telephony Package

You can explore the partner telephony features in your partner telephony-enabled org. We’ve published a sample quick start package that you can install in your org, create a contact center, and get started.

The quick-start-partner-telephony package has a ConversationVendorInfo record. You can reference it while creating a contact center. It contains a connector URL which points to a Visualforce page (quickStartPT__quickStartPTVFConnector). You can change it to localhost (127.0.0.1). Both options require you to run a local server. For localhost, you must host the connector from http://127.0.0.1. For the Visualforce page, you need the server to call SCRT APIs.

The package also includes an LMS channel and Lightning web component/Aura record home and bridge components. The Visualforce page connector uses the AuraBridgeComponent. The localhost connector uses the lwcBridge component.

Installing the quick-start-partner-telephony package automatically enables MyDomain, Omni-Channel, and the external Service Cloud Voice telephony system.

The package includes these components:

Name Type Description
AuraLmsSample Aura Component Bundle Voice Call Record Home Aura component to demonstrate LMS
AuraMessageBridge Aura Component Bundle Aura bridge component needed for LMS messages
ServiceCloudVoiceMessageChannel Lightning Message Channel LMS channel
connectorPage Visualforce Page Connector page used as the connector URL
demoConnector Static Resource JS script referenced in the Connector VF page
loginPage Visualforce Page Demo login page used in Omni-Channel for partner login
login_page Static Resource JS script referenced in the login VF page
logo Static Resource Image icon
lwcBridge Lightning Web Component Bundle LWC bridge component needed for LMS messages
lwcLmsSample Lightning Web Component Bundle Voice Call record home Lightning web component (LWC) to demonstrate LMS
quickStartPTVFConnector Conversation Vendor Information ConversationVendorInfo record for VF page connector
quickStartPartnerTelephony Conversation Vendor Information ConversationVendorInfo record for localhost connector
remote_control Static Resource VF page used for simulator page (also known as “remote”)
simulatorPage Visualforce Page JS script referenced in simulator VF page
slds_stylesheet Static Resource CSS for simulator VF page
symbols Static Resource Image icons
Service_Cloud_Voice (applications) Application Application containing components used for Service Cloud Voice
SampleIntegrationImpl.cls Apex Class Class that implements interfaces for automated setup
SampleIntegrationImplTest.cls Apex Class Tests for Apex integration class
Service_Cloud_Voice (FlexiPage) FlexiPage Lightning page for customized Service Cloud Voice page
Service_Cloud_Voice_UtilityBar FlexiPage Utility base with common tools for Service Cloud Voice
sampleCustomConfig__c-sampleCustomConfig Layout Layout Layout to define display for custom config object
sampleNamedCredential Named Credential Named credential to authenticate server-to-server communication for automated setup
sampleCustomConfig__c Custom Object Custom object for defining custom settings for contact centers
VoiceCall Voice Call Voice Call object
MyDomain Setting Verifies that My Domain is enabled
OmniChannel Setting Turns on Omni-Channel in the org
ServiceCloudVoice Setting Turns on the external Service Cloud Voice telephony system.

If you've already installed the quick-start-partner-telephony package, you can turn on the external Service Cloud Voice telephony system by copying the ServiceCloudVoice.settings-meta.xml file from the quick-start-partner-telephony package and adding it to the force-app/main/default/settings folder.
  1. Install the quick-start-partner-telephony package in your org.
  2. After installing the quick-start-partner-telephony package, follow the Partner Telephony Setup instructions to create a contact center and assign permission sets.
  3. Import a contact center XML (see the sample XML in Set Up Service Cloud Voice for Partner Telephony in Your Org).
  4. Set reqVendorInfoApiName as needed.
    • For the connector from localhost:
      <item sortOrder="2"
        name="reqVendorInfoApiName" label="Conversation Vendor Info Developer
        Name">quickStartPT__quickStartPartnerTelephony</item>

      quickStartPartnerTelephony is the developer name of the ConversationVendorInfo record where the connector URL is pointing to localhost (that is, https://127.0.0.1:8080). Make sure the connector is running on localhost 8080.

    • For the connector from the Visualforce page:
      <item sortOrder="2"
        name="reqVendorInfoApiName" label="Conversation Vendor Info Developer
          Name">quickStartPT__quickStartPTVFConnector</item>
      Start a server for SCRT server calls (such as inbound call, transcription, and call recording) and one initial call to set org details. The VF page included in the package uses localhost:3030 for SCRT calls (that is, http://127.0.0.1:3030/). Configure the org details using the configureTenantInfo call. Enable Cors on the server to enable calls to the other domain from the VF connector.
      • Run npm install cors in the demo connector.
      • Add the following two lines in server.js.
        import cors from 'cors';
app.use(cors());
  5. Set reqVendorInfoApiName as needed.