Service Cloud Voice for Partner Telephony Developer Guide

Clouds with binary code floating aboveCloud with binary code floating above

No Results

Search Tips:

  • Please consider misspellings
  • Try different search keywords
Overview
Recent Changes
Publish 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

Add Support for Voice Resiliency

Voice resiliency ensures that calls can still go through when the number of conversations is over limit or when the background service is affected.

The voice resiliency service allows customers to continue using basic voice features such as inbound calling, outbound calling, call transfers, and callbacks when the conversation entities creation fails. During this period, certain features and functionalities may be impacted. See the Voice Resiliency for Service Cloud Voice knowledge article for more information about voice resiliency.

If your environment isn’t set up correctly for voice resiliency, you may experience missing calls. To support voice resiliency, make sure that in the event of a call failure the call still gets routed to the rep or queue.

Configure the following steps to ensure your environment is set up correctly for voice resiliency.

  1. If the Create a Voice Call Record API (/telephony/v1/voiceCalls) fails, perform up to three retries. Retries may fail if, for example, you've reached the conversation limit.
  2. If the retries continue to fail, still route the call to the rep or queue, and send the CALL_STARTED event through the connector.