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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Update a Voice Call Record

Updates a voice call (VoiceCall) record after the call has ended. Use this API to update parameters of a voice call record that are unavailable during the voice call record creation stage. The endpoint is an asynchronous operation. You can’t query for the status of the API call.
This endpoint can also be used to create a voice call 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 voice call wasn’t already created.
Important: Don’t run this API call more than one time. If you run this API call more than one time, each subsequent API call overwrites the following properties with the latest values:
  • totalHoldDuration
  • numberOfHolds
  • agentInteractionDuration

URI

/telephony/v1/voiceCalls/{CALL ID}

Where {CALL ID} is the Salesforce voice call ID (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

Property Name Type Description Required
startTime string The date and time (in UTC) when the voice call started.

The CallDurationInSeconds value in the voice call record is only updated if both startTime and endTime are passed.

 No
endTime string The date and time (in UTC) when the voice call ended.

The CallDurationInSeconds value in the voice call record is only updated if both startTime and endTime are passed.

 No
enqueueTime string The date and time (in UTC) when the voice call was placed in the queue. No
acceptTime string The date and time (in UTC) when the agent accepted the voice call. No
fromNumber string The number from which the voice call was made. For example, for an inbound call, this value is the end user’s phone number. No
totalHoldDuration int32 The total length of time (in seconds) the agent put the voice call on hold. Salesforce sets this value to zero (0) if no value is passed.

If you set this value, you must also set the recording location (recordingLocation). If you run this API call more than one time after the voice call, each subsequent API call overwrites the totatlHoldDuration property with the latest value.

 No
longestHoldDuration int32 Within the entire call, the longest length of time (in seconds) the agent put the voice call on hold. No
numberOfHolds int32 The total number of holds within the entire call. Salesforce sets this value to zero (0) if no value is passed. If you run this API call more than one time after the voice call, each subsequent API call overwrites the numberOfHolds property with the latest value. No
queue string The name of the queue that the agent who serviced the voice call belonged to. No
agent string The agent’s username. No
agentInteractionDuration int32 The total length of time (in seconds) of the agent interaction. Salesforce sets this value to zero (0) if no value is passed. If you set this value, you must also set the recording location (recordingLocation).

If you run this API call more than one time after the voice call, each subsequent API call overwrites the agentInteractionDuration property with the latest value.

 No
recordingLocation string The location of the voice call recording if call recording was enabled.

NOTE: This field is required when updating any fields related to a recording. Recording information is calculated using the fields agentInteractionDuration + totalHoldDuration.

 No
callAttributes string Use this property to pass fields for the voice call record that must be populated as part of the creation process. The value is a string representation using key-value pairs in JSON, where each key-value pair corresponds to a custom field and its value.
1[
2  "callAttributes": {"Department__c":"Support, "Sales"
3}
 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}