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

Set Up and Publish Your Partner Telephony Package

To get started with Service Cloud Voice for Partner Telephony, set up and publish a managed package. This package lets you develop and distribute resources that are needed to integrate your telephony system with Service Cloud Voice and enable Service Cloud Voice in an 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

We assume that you’re a Salesforce admin who is comfortable using git, generating public and private keys, and working with Salesforce APIs.

Note

To integrate your telephony system with Service Cloud Voice, you’ll also include a connector in your package that lets Salesforce and your telephony system talk to each other. The connector enables inbound and outbound calling as well as common call controls such as mute, hold, and transfer.