Mode d’emploi
- Copiez la commande et examinez le paquet avant de l’installer dans votre environnement agent.
- Consultez le document original pour les outils, identifiants et environnements requis.
- Décrivez les entrées et le livrable souhaité ; comparez la sortie aux sources.
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-voice-runtimeAvant de commencer
- L’installation n’inclut ni abonnement au modèle, ni quota API, ni accès aux fichiers.
- Étoiles et installations reflètent l’activité, pas un test indépendant de qualité ou de sécurité.
Document Skill original
Rendu depuis le dépôt source en conservant titres, exemples, code, tableaux, liens et images.
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.
