Come usare
- Copia il comando e controlla il pacchetto prima di installarlo nel tuo ambiente agente.
- Controlla strumenti, credenziali e ambienti richiesti nel documento originale.
- Descrivi input e risultato desiderato; confronta l’output con le fonti.
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-voice-runtimePrima di iniziare
- L’installazione non include abbonamenti, quote API o accesso ai file.
- Stelle e installazioni indicano attività, non un test indipendente di qualità o sicurezza.
Documento Skill originale
Contenuto dal repository con titoli, esempi, codice, tabelle, link e immagini preservati.
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.
