Update VoiceCall

Updates the VoiceCall after the call has ended. Use this API to update call-related parameters that are unavailable during the VoiceCall creation stage.

The Update VoiceCall API is an asynchronous operation. You can’t query for the status of the API call.

This endpoint is available in API version 49.0 and later.

In API version 50.0 and later, this endpoint can be used to create a VoiceCall even after the call has ended. This behavior is useful in scenarios where you want to log a record in Salesforce for abandoned or missed calls, or for any other scenario where a VoiceCall was not already created.

URI

/telephony/v1/voiceCalls/{CALL_ID}

Formats

JSON, XML

HTTP Methods

PATCH

Authentication

Authorization: Bearer token

Parameters

Property Name	Type	Description	Required
`startTime`	string	Start time of the VoiceCall.	No
`endTime`	string	End time of VoiceCall.	No
`enqueueTime`	string	Time the call was placed in queue.	No
`acceptTime`	string	Time when agent accepted the call.	No
`fromNumber`	string	The number from which the call was made. For example, for an inbound call this value is the End User’s phone number.	No
`totalHoldDuration`	int32	Total time the agent put the call on hold.	No
`longestHoldDuration`	int32	Within the entire call, the longest duration the agent put the call on hold.	No
`numberOfHolds`	int32	Total number of holds within the entire call.	No
`queue`	string	Name of the queue that the agent who serviced the call belonged to.	No
`agent`	string	Agent username.	No
`agentInteractionDuration`	int32	Total duration of the agent interaction.	No
`recordingLocation`	string	Location of the call recording if call recording was enabled.	No
`callAttributes`	string	This field allows you to pass custom fields on a VoiceCall that must be populated as part of creation process. This value is a string representation of a JSON object containing key value pairs. Each key value pair corresponds to a custom field and its value.	No

Example

Request:

1PATCH /telephony/v1/voiceCalls/0LQRM0000006CSz
2
3{
4  "startTime": "2020-08-26T21:21:14Z",
5  "endTime": "2019-08-26T21:21:34Z",
6  "enqueueTime": "2019-08-26T21:21:34Z",
7  "acceptTime": "2019-08-26T21:21:24Z",
8  "numberOfHolds": 20,
9  "longestHoldDuration": 10,
10  "callAttributes": "{\"dateCustomField__c\": \"2019-08-28T21:21:34Z\", \"checkbox__c\": false}"
11}

Response:

1{
2  "status": "pending"
3}

Service Cloud Voice Implementation Guide

Update VoiceCall