Service Cloud Voice for Partner Telephony Developer Guide

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Overview
Recent Changes
Publish Partner Telephony Package
Set Up Your Production Org
Set Up Omni-Channel and a Lightning Console App
Set Up Service Cloud Voice for Partner Telephony in Your 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

Set Up Omni-Channel and a Lightning Console App

Service Cloud Voice uses Omni-Channel to send calls to reps in your Lightning console app. Reps use the Phone tab in the Omni-Channel utility to accept or decline calls and use other call controls.

This guide is for telephony providers who are creating a solution that integrates Service Cloud Voice with their telephony system. If that’s not you, see the Service Cloud Voice Implementation Guide or Salesforce Help. To update your solution to include Bring Your Own Channel for CCaaS Messaging capabilities along with Service Cloud Voice, see the Bring Your Own Channel Developer Guide.

Important

To get started, assign the automatically generated custom permission, which contains the service presence status set to reps. Then create a Lightning console app and add the Omni-Channel utility to the app.

  1. Assign Partner Telephony Permission Set to reps.

    There’s an automatically generated permission set with the label “Partner Telephony Permission Set.” This permission set contains an automatically generated Service Presence Status called “Available for Voice.” Assign the reps in the contact center to this permission set.

  2. Create a Lightning console app.
    1. From Setup in Lightning Experience, enter App Manager in the Quick Find box, then select App Manager.
    2. Click New Lightning App.
    3. For Name, enter a name such as Contact Center.
    4. The Developer Name is automatically filled. Click Next.
    5. In the App Options settings, select Console navigation. Click Next.
    6. In the Utility Bar settings page, click Add Utility Item.
    7. To add Omni-Channel to the utility bar in the console footer, select Omni-Channel.
    8. After you add Omni-Channel to the utility bar, the Omni-Channel utility item properties are displayed. Leave them as is and click Next.
    9. Add Voice Calls as a navigation item in the console.
    10. Click Save & Finish.