sf-service-voice-runtime

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

1. Confirm the CTI surface

• Service Cloud Voice + Amazon Connect (or partner CCaaS) is provisioned with the Service Connector API loaded on the interaction pane.

1. Model call state

• Track call lifecycle: Ringing → Connected → OnHold → Transferring → Ended.
• Bind UI buttons to Sfdc.interaction.voice.* calls; guard with the current state.

1. 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.

1. Presence + login

• login(), logout(), setAgentStatus() — synchronize with Omni presence where used.

1. Supervisor controls

• barge(), monitor() (silent), whisper() — gate behind supervisor role check on the client.

1. Correlate to records

• Bind interaction events to VoiceCall, MessagingSession, or Case — see sf-service-voice-toolkit for transcript subscribe/teardown and sf-service-voice-digital for 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.md for the full Service Connector API surface used in this skill.