Service Cloud Voice for Partner Telephony Developer Guide
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Overview
Recent Changes
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
Disable Call Actions
Desk Phone Support
Enable Headset Support
Apex Reference
Service Cloud Connector API Reference
Troubleshooting
Set Up Your Production Org
After you’ve installed the managed package, set up your production org.
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
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Set Up Omni-Channel and a Lightning Console App
Service Cloud Voice uses Omni-Channel to send calls to agents in your Lightning console app. Agents use the Phone tab in the Omni-Channel utility to accept or decline calls and use other call controls. -
Set Up Service Cloud Voice for Partner Telephony in Your Org
When Service Cloud Voice for Partner Telephony licenses are added to an org, Salesforce admins in the org can open the Partner Telephony Setup page and follow the steps to set up their contact center. This guide describes how you can customize that experience.