Service Cloud Voice Implementation Guide

Overview
Contact Flows
Examples of Common Use Cases
Lambda Functions
Telephony Integration REST API
Create a Voice Call Record
Update a Voice Call Record
Create a Transcript
Execute an Omni-Channel Flow
Clear Routing
Sample Code
Authorization
Customer Alerts with CloudWatch
Toolkit API
Connect API to Update Transcripts
Limits and Scaling
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Clear Routing

Deletes the PendingServiceRouting (PSR) record for a voice call. This API doesn’t need to be called for most scenarios; the PSR record is automatically deleted when the call is no longer being routed. However, there are some scenarios, like for missed or abandoned calls when using partner telephony systems (excluding Amazon Connect), where you must explicitly call this API to clear the PSR record.

URI

/telephony/v1/voiceCalls/{CALL ID}/clearRouting

Where {CALL ID} is the Salesforce voiceCallId or the telephony vendor’s contact ID.

HTTP Method

PATCH

Headers

Authorization: Bearer <token>

String. Standard header. The authorization token, where <token> is the JSON Web Token (JWT). Required.

Content-Type: <format>
String. Standard header. The format of the request body. Valid formats include JSON and XML. For example, application/json or application/xml. Required.
Telephony-Provider-Name: <telephony provider name>
String. Custom header. The name of the telephony provider that calls this API. For example, Amazon Connect.

Parameters

None.