Apex Code Development You need to sign in to do that
Don't have an account?
Singer-Clark Service Cloud, voice and call center, represented in the API
I'm making an app for Service Cloud users. Wondering about Salesforce's API with regard to voice solutions, i.e. call centers.
Seems that there's not a voice solution built-in to Salesforce, but that users have the option of integrating Apps such as Five9 and TalkDesk (and anything else here: https://appexchange.salesforce.com/category/telephony).
For accounts using one of these call center apps,
1) how are voice calls represented in the API (which objects represent the call recording, with which connections to other objects)?
2) how do they relate to Case objects, and User/Contact objects?
3) is it different depending on the voice solution (Five9 vs. TalkDesk vs. InContact), or is it standardized at all?