Test Your Implementation with the Voice Call Simulator

To get started, load the demo connector project as described in Use the Demo Connector. Then, open the Voice Call Simulator by navigating to https://:8080/remote.html. We recommend leaving the simulator open in one browser tab and the service console in another tab.

The following screens appear with the simulator.

• Agent Settings: Let agents mute, record, swap, merge calls, allow signed recording URLs, support contact search, and support MOS for vendors.
• Call Transcript: Simulate a real-time call transcript. Select a speaker and enter or record a statement or question. For example, select Agent and enter, “Hello, how can I help you?”. Build out the transcript by switching between speakers. Comments appear in the Conversation component on the Voice Call record.
• Call Simulator: The call simulator serves to simulate both softphone and hardphone devices. With the call simulator, you can do the following.
  • Call Initial State: Set the initial state of the call for recording, mute, and hold controls.
  • Enable Omni Call Controls: Enable or disable Omni-Channel controls when a call is ongoing.
  • Inbound Call: Initiate an inbound call from the number you entered.
  • Outbound Call: With Hardphone selected, you can trigger an outbound call.
  • Add Participant: With Hardphone selected, you can add a participant.
  • Callback: Trigger a callback.
  • After the call is connected, the Agent Actions section appears. The agent actions can be used to mute, unmute, hold, resume, pause recording, resume recording, swap, and conference. For an outbound call, Call Participant Actions can be used to add the customer to the call, simulate the customer leaving the call, or simulate a third party joining and leaving the call.
  • Active Calls: This section shows the state of the active calls including ringing, connected states. It also shows the details of the active calls:

• Login Settings: Show or hide the telephony login screen in the Omni-Channel utility. Log out from the telephony system. When the telephony login screen is hidden, the rep uses single sign-on to log in.

• Call Recording: After you record a call, enter the recording details and publish it to the Voice Call record in Salesforce. The recording URL should point to an audio stream or audio file of the call recording, can’t be more than 1,000 characters, and must be fully qualified, meaning that the source is included Trusted URLs with the media-src CSP directive.
• Messages: Communicate with a Lightning bridge component in your org. The Received Message field shows the last message received from the component. To learn more, see Use the Lightning Message Service Bridge.

• Errors: Test your error user experience by generating an error in response to any API call. For example, select Display an error and mute the call to test the muteCall API error scenario. When you’re done, deselect Display an error.

• MOS: Test the Mean Opinion Score (MOS) feature by submitting a JSON object for the audio status.