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Version: 2.8

Overview

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To find out how to interact with the Service Cloud Voice Implementation please consult the official Salesforce Documentation

Pre-requisites

  • Permission to use the microphone must be given to the browser to use Service Cloud Voice Microphone permission dialog

  • Permission to record calls must be given to use Service Cloud Voice Recording permission dialog

For Firefox users

Firefox blocks third party domains by default. Because b+s Connects for Service Cloud Voice is hosted as a Visualforce Page, it is blocked.

Every Firefox user must disable the Enhanced Tracking Protection for the Salesforce domain.

Firefox Tracking Protection

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If b+s Connects for Service Cloud Voice is still blocked, change the Enhanced Tracking Protection to Custom mode and disable cookie blocking.

Additionally, ensure that only Cross-site tracking cookies (or none) are blocked in the Privacy & Security settings. Either use the Standard setting, or the Custom setting. For the second variant, see the picture below.

Firefox Tracking Protection Settings

Omni-Widget

IconDescription
Home
Home explanation
1. Change Agent state including Logout
2. Initiate an outgoing call
Call
Call explanation
1. Call controls specific to certain call
2. General call controls

Call States

IconDescription
Call is ringingCall is ringing
Call is activeCall is active
Call is on holdCall is on hold
Call is on Wrap-UpCall is in Wrap-Up

Call Controls

IconDescription
Answer Call ButtonAnswer call
End Call ButtonHang up (end) call or transfer conference call
End Call (x) ButtonHang up (end) a specific call
Hold ButtonSet call on hold
Retrieve ButtonRetrieve call from hold
Consultation ButtonConsultation Call
Blind Transfer ButtonBlind Transfer
Conference ButtonConference Call
Transfer ButtonWarm Transfer
Swap ButtonSwap calls
Wrap-up ButtonEnd Wrap-Up
DTMF ButtonOpen Key pad to send DTMF tones
Pause Recording ButtonPause call recording
Resume Recording ButtonResume call recording