How to use
- Copy the installation command and review the source package before installing it in your own agent environment.
- Check the source document for required tools, credentials and supported hosts.
- Describe your input and desired deliverable; review the output against the source material.
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-voice-runtimeBefore you start
- Installation does not include a model subscription, API allowance or permission to access your files.
- Repository stars and installation counts describe activity, not an independent quality or security test.
Original skill document
Rendered from the source repository. Headings, examples, code, tables, links, and referenced images are preserved.
Service Cloud Voice — Runtime Interaction (Service Connector API)
Use This Skill When
- Building or extending a Service Cloud Voice softphone / interaction pane.
- Driving call control (accept, end, hold/resume, mute/unmute, DTMF, transfer, conference) from an LWC or Aura component.
- Adding supervisor tooling — barge-in, silent monitor, whisper — in real time.
- Wiring agent presence and login/logout state changes into the same client.
Core Workflow
- Confirm the CTI surface
- Service Cloud Voice + Amazon Connect (or partner CCaaS) is provisioned with the Service Connector API loaded on the interaction pane.
- Model call state
- Track call lifecycle:
Ringing → Connected → OnHold → Transferring → Ended. - Bind UI buttons to
Sfdc.interaction.voice.*calls; guard with the current state.
- Agent-side controls
- Accept / End:
acceptCall(),endCall(). - Hold / Resume, Mute / Unmute.
- Transfer patterns: blind vs warm; conference for three-way.
- DTMF:
sendDigits()for IVR navigation from an assist tool.
- Presence + login
login(),logout(),setAgentStatus()— synchronize with Omni presence where used.
- Supervisor controls
barge(),monitor()(silent),whisper()— gate behind supervisor role check on the client.
- Correlate to records
- Bind interaction events to
VoiceCall,MessagingSession, orCase— seesf-service-voice-toolkitfor transcript subscribe/teardown andsf-service-voice-digitalfor channel patterns.
Deliverables
- Call-state model with allowed transitions.
- Button-to-API map for the agent pane (with role guards on supervisor actions).
- Failure/edge-case handling — dropped connections, transfer failures, DTMF timing.
- Test plan — one call per control, end-to-end with a soft phone in preview.
References
- See
references/api-cli.mdfor the full Service Connector API surface used in this skill.
