Voice Pt Dev Guide

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Chapter Overview
Chapter Recent Changes
Chapter Publish Partner Telephony Package

A Note About Scratch Orgs

Create a Service Cloud Voice Package
Create Developer Hub and Namespace Orgs

Create a Salesforce DX Project

Create and Deploy Your Package
Assign User Permissions

Generate a SelfSigned Certificate with OpenSSL

Get Started with the Quick Start Partner Telephony Package
Chapter Set Up Your Production Org
Set Up OmniChannel and a Lightning Console App
Set Up Service Cloud Voice for Partner Telephony in Your Org
Chapter Add Support for Voice Resiliency
Chapter Connect Telephony System to Salesforce
Use the Demo Connector

Use the Connector API

Test Your Implementation with the Voice Call Simulator
Chapter Set Up Authentication
Set Up Single SignOn
Develop a Telephony System Login Page
Chapter Customize Your Implementation
Chapter Start Calls
Accept Inbound Calls in OmniChannel
Integrate Incoming Voice Call Creation
Make Outbound Calls in OmniChannel
Record Linking
Queued Callbacks
Outbound Dialers
Enable the Phone Book for Outbound Calls
Set the Voice Call Record Type
Send Voicemails to Agents
Hide Call Controls
Chapter During Call Actions
Associate Partner Telephony Users and Groups with Queues
Change Status While on a Call
Transcribe Calls in Real Time
Send RealTime Signals
Supervisor Listen In or Barge In
Chapter PostCall Actions
Call Recordings

PostCall CTR Sync with the Update VoiceCall API

After Conversation Work

Mean Opinion Score MOS

Chapter Route Calls
OmniChannel Flows
Add Contact Center Channels to Enable Routing
Queue Mapping and Agent Mapping
Enable the Voice Extension Page in Lightning App Builder
Understand Agent Statuses
TwoWay Agent Status Syncing
Handling Missed Calls and Call Errors
External Routing
Chapter Transfer Calls
Transfer Calls in OmniChannel
Configure Estimated Wait Times for Queues
Agent Availability
Customize the Destination List for Call Transfers in OmniChannel
Enable Voice Call Transfers Using OmniChannel Flows and Partner Telephony
Transfer Calls to a Queue
Perform a Blind Transfer
Use ClicktoDial for Transfers
Phone Contact Search
Chapter Desk Phone Support
Chapter Additional Info
Einstein Conversation Insights Call Coaching
Replay Active Calls on Refresh
Host the Connector as a Visualforce Page
Call Scenario Diagrams
LineSpecific Controls
Download Connector Logs

Chapter Connector API Reference

Get Started

Connector API Base

initializeConnector
publishError
publishEvent

Connector API Interface

acceptCall
addParticipant
conference
declineCall
dial
endCall
getActiveCalls
getAgentConfig
getCapabilities
getPhoneContacts
getSignedRecordingUrl
handleMessage
hold
init
logout
mute
pauseRecording
resume
resumeRecording
sendDigits
setAgentConfig
setAgentStatus
swap
unmute
wrapUpCall

Connector API Objects

ActiveCallsResult
AgentConfigResult
AudioStatsElement
AudioStats
AgentStatusInfo
CallInfo
CallResult
CapabilitiesResult
customError
ConferenceResult
Contact
GenericResult
HangupResult
HoldToggleResult
InitResult
LogoutResult
MuteToggleResult
ParticipantResult
Phone
PhoneCall
PhoneContactsResult
RecordingToggleResult
SignedRecordingUrlResult
StatsInfo

Supervisor API

superviseCall
supervisorBargeIn
SuperviseCallResult
SupervisedCallInfo
supervisorDisconnect
SupervisorHangupResult
Supervisor Events
Chapter Object Reference
ConversationVendorInfo
Chapter Apex Reference
Chapter Troubleshooting