Start Calls

This section provides guidelines related to starting calls.

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.

  • 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.

  • 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.

  • Record Linking

    Use record linking to associate a voice call with other related records.

  • 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.

  • Let Reps Control the Callback Experience

    Customize the way reps handle callbacks.

  • Configure Outbound Dialers

    You can use a preview dialer or a progressive dialer with Salesforce Voice with Partner Telephony.

  • 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.

  • Set the Voice Call Record Type

    Customize the page layout of a voice call record.

  • Send Voicemails to Reps

    Let customers send your reps voicemails that reps can review along with a transcription.

  • 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.

  • 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.

  • 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.

See Also