VoiceCall

Represents a call in Service Cloud Voice and Sales Dialer.

To manage VoiceCall records when using Service Cloud Voice, see the Telephony Integration REST API.

Supported Calls

describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), update()

Fields

Field Name	Details
ActivityId	Type reference Properties Filter, Group, Nillable, Sort, Update Description The ID of the related activity. This is a relationship field. Relationship Name Activity Relationship Type Lookup Refers To Task
CallAcceptDateTime	Type dateTime Properties Filter, Nillable, Sort Description The date and time when someone accepts the call. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
CallCenterId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the CallCenter. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
CallConnectDateTime	Type datetime Properties Filter, Nillable, Sort Description The time and date when the call was connected.
CallDisposition	Type string Properties Filter, Group, Nillable, Sort Description The status of a phone call. For Dialer, this field is used to determine whether a phone call is in progress, busy, or failed. For Service Cloud Voice, the following status values are possible: `new`—Indicates that the VoiceCall record has been created. An inbound call that is never accepted by an agent remains in this state. `in-progress`—Indicates that the call has been accepted (or, for outbound messages, initiated) by an agent. `transferred`—Indicates that the agent has attempted to transfer the call. Another VoiceCall record is created to track the state of the transferred call. This record remains in the transferred state until the call is completed. After the transferred call is completed, this VoiceCall record enters the “completed” state. `completed`—Indicates that the call has ended. If After Conversation Work (ACW) is enabled, that work begins after the call has completed.
CallDurationInSeconds	Type int Properties Filter, Group, Nillable, Sort Description The total call duration in seconds.
CallEndDateTime	Type dateTime Properties Filter, Sort Description The time when a call ends.
CallerId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the person who made the call. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
CallerIdType	Type picklist Properties Filter, Group, Nillable, Restricted picklist, Sort Description The number displayed for outbound calls. The possible values are: VendorLine CompanyNumber LocalPresence CustomCallerId
CallQueuedDateTime	Type dateTime Properties Filter, Nillable, Sort Description The date and time when a call is added to a queue to be routed to an agent. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
CallRecordingId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the related call recording. Removed in API version 48.0 and later. This is a relationship field. Relationship Name CallRecording Relationship Type Lookup Refers To VoiceCallRecording
CallResolution	Type picklist Properties Filter, Group, Nillable, Sort, Update Description Indicates how the call was resolved. Possible values are: `Resolved` Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
CallStartDateTime	Type dateTime Properties Filter, Sort Description The time when a call starts.
CallType	Type picklist Properties Filter, Group, Restricted picklist, Sort Description The types of call connections. The possible values are: `Bridge` `Callback` `Coach` `Inbound` `Internal` `Outbound` `Transfer`
ConferenceKey	Type string Properties Filter, Group, Nillable, Sort Description The related conference key. This field’s only available if call monitoring is enabled.
ConversationId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the Conversation. Available in API version 49.0 and later.
CurrencyCode	Type picklist Properties Filter, Group, Nillable, Restricted picklist, Sort Description The currency used to bill the call.
CustomerHoldDuration	Type int Properties Filter, Group, Nillable, Sort Description Total duration (in seconds) of all the holds that occurred during the voice call. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
Description	Type textarea Properties Nillable, Update Description Text field where the agent can enter a summary of the call. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
FromPhoneNumber	Type phone Properties Filter, Group, Sort Description The phone number of the user who initiated the call.
IsRecorded	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Whether a call is recorded (`true`) or not (`false`).
LastReferencedDate	Type dateTime Properties Filter, Nillable, Sort Description The timestamp that indicates when the current user last viewed a record that is related to this VoiceCall.
LastViewedDate	Type dateTime Properties Filter, Nillable, Sort Description The timestamp that indicates when the current user last viewed this VoiceCall. If this value is null, this record might have been only referenced (LastReferencedDate) and not viewed.
LongestHoldDuration	Type int Properties Filter, Group, Nillable, Sort Description The longest hold duration (in seconds) that occurred during the call. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
MediaProviderId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the related media provider. This is a relationship field. Relationship Name MediaProvider Relationship Type Lookup Refers To CallCoachingMediaProvider
NextCallId	Type reference Properties Filter, Group, Nillable, Sort Description ID of the next call when a call is transferred from one agent to another. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
NumberOfHolds	Type int Properties Filter, Group, Nillable, Sort Description Number of times the customer was put on hold. Available in API version 50.0 and later. Available only if Service Cloud Voice is enabled.
OwnerId	Type reference Properties Filter, Group, Sort, Update Description The ID of the user who owns the phone number. This is a polymorphic relationship field. Relationship Name Owner Relationship Type Lookup Refers To Group, User
PreviousCallId	Type reference Properties Filter, Group, Nillable, Sort Description ID of the previous call when a call is transferred from one agent to another. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
Price	Type double Properties Filter, Nillable, Sort Description The cost of the phone call.
QueueName	Type string Properties Filter, Group, Nillable, Sort Description Name of the agent queue. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
RecipientId	Type reference Properties Filter, Group, Nillable, Sort Description ID of the contact who received the call. Available only if Service Cloud Voice is enabled. Available in API version 49.0 and later.
RelatedRecordId	Type reference Properties Filter, Group, Nillable, Sort, Update Description The ID of the related record. This is a polymorphic relationship field. Relationship Name RelatedRecord Relationship Type Lookup Refers To Account, Case, Contact, Lead
SourceType	Type picklist Properties Group, Nillable, Restricted picklist, Sort, Update Description The general purpose of the call. The value (Sales or Service) is determined by the permission sets assigned to the voice call owner. A call’s source type controls which insights are applied during analysis by Einstein Conversation Insights. This field is available in API version 52.0 and later.
ToPhoneNumber	Type phone Properties Filter, Group, Sort Description The recipient of the phone call.
UserId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the Dialer user. This is a relationship field. Relationship Name User Relationship Type Lookup Refers To User
VendorCallKey	Type string Properties Filter, Group, Nillable, idLookup, Sort Description The ID of the child leg of the call that’s provided by the Dialer vendor.
VendorParentCallKey	Type string Properties Filter, Group, Nillable, Sort Description The ID of the parent leg of the call that’s provided by the Dialer vendor.
VendorType	Type picklist Properties Filter, Group, Nillable, Restricted picklist, Sort Description The type of the Dialer vendor. The possible values are: `ContactCenter` `Custom` `Twilio`
VoiceVendorLineId	Type reference Properties Filter, Group, Nillable, Sort Description The ID of the associated Dialer vendor line. This is a relationship field. Relationship Name VoiceVendorLine Relationship Type Lookup Refers To VoiceVendorLine

Associated Objects

This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version and later.

VoiceCallChangeEvent (API version 48.0): Change events are available for the object.
VoiceCallFeed (Available in API version 50.0 and later.): Feed tracking is available for the object.
VoiceCallOwnerSharingRule: Sharing rules are available for the object.
VoiceCallShare: Sharing is available for the object.

Object Reference for Salesforce and Lightning Platform

VoiceCall

Supported Calls

Fields

Associated Objects