Create VoiceCall

Creates a VoiceCall record containing the participants (that is, the caller and recipient) for the VoiceCall. When you create a VoiceCall record, it creates a conversation in Salesforce. Only use this API in a real-time context, which means that you should invoke this API only when a call is initiated.

This API also can be used to create VoiceCalls records for transfer and conference calls by including the parentVoiceCallId parameter in the request payload.

This endpoint is available in API version 49.0 and later.

URI

/telephony/v1/voiceCalls

Formats

JSON, XML

HTTP Methods

POST

Authentication

Authorization: Bearer token

Parameters

Property Name	Type	Description	Required
`callCenterApiName`	string	API name of your call center created in Salesforce.	Yes
`parentVoiceCallId`	string	Passes the Salesforce VoiceCall record ID or the parent call’s vendor key, which is a unique ID. If included, creates a VoiceCall that is parented to the value in this field. Don’t include this property when creating an initial VoiceCall.	No
`vendorCallKey`	string	Unique key that identifies the VoiceCall within the telephony system. For example, if the telephony system is Amazon Connect, this value is the contact ID.	Yes
`to`	string	The phone number to which the call was made. For example, for an inbound call, this value is the contact center phone number.	Yes
`from`	string	The phone number from which the call was made. For example, for an inbound call, this value is the End User's phone number.	Yes
`initiationMethod`	string	Initiation method of the call. Allowed values: Inbound / Outbound / Transfer / Conference	Yes
`startTime`	string	Start Time of the call.	Yes
`participants`	array	Participants in the call. You can add one or more participants with at least one minimum participant. Participants are passed in as an array and each participant object in the array must confirm to the following pattern. Both the fields are required. `1{ "participantKey" : "value", 2 "type" : "value" }` `type` can be either END_USER or HUMAN_AGENT. Only one participant can be of type END_USER. `participantKey` is the End-User phone number or the agent's Salesforce username.	Yes
`callAttributes`	string	Set VoiceCall custom fields using `key: value` pairs in a JSON string. The key is the API name of the custom field and value is the value to set in that field. Ignored when creating VoiceCall for transfer.	No

Example

Request:

1POST /telephony/v1/voiceCalls
2
3{
4  "callCenterApiName": "MyContactCenter",
5  "vendorCallKey": "5324881f-1e84-4367-8930-f69a74b30ca6",
6  "to": "8002345678",
7  "from": "4081456688",
8  "initiationMethod": "Inbound",
9  "startTime": "2019-07-02T17:32:28Z",
10  "participants": [
11    {
12      "participantKey": "4081456688",
13      "type": "END_USER"
14    }
15  ],
16  "callAttributes": "{\"MyField__c\": \"abc\"}"
17}

Response without any errors:

1{
2  "voiceCallId": "0LQRM0000006CSz",
3  "errors": []
4}

Response with errors:

1{ 
2  "voiceCallId": "0LQRM0000001qEy", 
3  "errors": ["SocialSecurity__c: data value too large: 123456", "NumberField__c: invalid number: bad"]
4}

Service Cloud Voice Implementation Guide

Create VoiceCall