During Call Actions
This section provides guidelines about actions you can take during a call.
This guide is for telephony providers who are creating a solution that integrates Salesforce Voice with their telephony system. If that’s not you, see the Salesforce Voice with Telephony Providers Implementation Guide or Salesforce Help. To update your solution to include Bring Your Own Channel for CCaaS Messaging capabilities along with Salesforce Voice, see the Bring Your Own Channel Developer Guide.
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Associate Partner Telephony Users and Groups with Queues
Set up queue management to associate partner telephony users and groups with Salesforce Voice queues.
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With the pending status change feature, reps can change their Omni-Channel status while on a call.
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To see transcriptions in real time, add the Enhanced Conversation component to the Voice Call record page through the Lightning App Builder. You can add this component for orgs that use Salesforce Voice with Amazon Connect. For orgs that use Salesforce Voice with Partner Telephony, add this component only if your telephony provider supports transcription.
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Voice resiliency ensures that calls can still go through when the number of conversations is over limit or when the background service is affected.
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Supervisor Listen In or Barge In with Salesforce Voice with Partner Telephony
When a rep belongs to a supervised group, a supervisor can monitor their active calls using the Supervisor Panel.
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Send Additional Call Information
You can disable certain call handling options such as end call, dial pad, and phone book in the softphone.