This section provides guidelines related to starting calls.
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Accept Inbound Calls in Omni-Channel
Now that you’ve added support for inbound calls, open the Voice Call Simulator and click New Inbound Call.
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Integrate Incoming Voice Call Creation
For inbound calls, when the telephony system receives the incoming call and prepares to route the call to a rep, the telephony system can invoke Salesforce Voice REST APIs to create the essential Voice Call record to represent the conversation.
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Record Linking
Use record linking to associate a voice call with other related records.
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Queued Callbacks
When a customer makes an inbound call, the telephony system first creates a voice call and then routes the call to the available rep. If no rep is available and the customer requests a callback, publish a QUEUED_CALLBACK_STARTED event.
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Let Reps Control the Callback Experience
Customize the way reps handle callbacks.
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Configure Outbound Dialers
You can use a preview dialer or a progressive dialer with Salesforce Voice with Partner Telephony.
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Enable the Phone Book for Outbound Calls
Enable the phone book so reps can use their speed-dial list to make rep-to-rep and rep-to-queue calls. When the phone book is enabled, a rep can view a list of reps and queues in the Omni-Channel utility and place a call to the destination rep. For rep-to-queue calls, a rep selects the queue from the phone book, which determines which rep to contact.
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Set the Voice Call Record Type
Customize the page layout of a voice call record.
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Send Voicemails to Reps
Let customers send your reps voicemails that reps can review along with a transcription.
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Hide Call Controls
You can hide many of the call control buttons that appear to the rep in the Omni-Channel widget. These buttons can be hidden or shown for each call. By default, buttons are visible.
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Manage Multiparty Calls and Consult Calls
Include up to six participants on a voice call, including the rep and customer. In addition to the six participants, a supervisor can listen in or barge in. While on a call with a customer, a rep can make a separate consult call before merging the calls together or ending the consult call. During the consult call, multiparty call participants are on a type of hold. Telephony partners specify whether to disable hold music so that call group participants can continue their conversation.
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Map Telephony Error Codes to Salesforce Outbound Call Errors
When an outbound call fails, intercept the error in your connector implementation, and map it to a specific Salesforce error constant by populating the error.type field. Return the rejected Promise containing the specific error type to show a descriptive error message to the rep in the Omni-Channel console.
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