VoiceCall

Represents a call in Service Cloud Voice or Sales Dialer.

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

The fields in the VoiceCall object apply to the Sales Dialer and Service Cloud Voice features unless otherwise stated in the field description. For example, if a field applies to just one feature or is applied differently by feature, this is stated in the field description.

Supported Calls

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

Fields

Field Name	Details
ActivityId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The unique ID of the activity record. Available in API version 48.0 and later. This is a relationship field. Relationship Name Activity Relationship Type Lookup Refers To Task
CallAcceptDateTime	Type dateTime Properties Create, Filter, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the date and time (in UTC) when the call was accepted by an agent. Available in API version 48.0 and later.
CallCenterId	Type reference Properties Create, Filter, Group, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the unique ID of the call center (CallCenter `Id`) where the activity took place. Available in API version 48.0 and later. This is a relationship field.
CallConnectDateTime	Type datetime Properties Create, Filter, Nillable, Sort Description For Sales Dialer, this field represents the date and time (in UTC) when the call was connected.
CallDisposition	Type string Properties Create, Filter, Group, Nillable, Sort Description The status of the phone call. For Sales Dialer, possible values are: `in progress` `busy` `failed` For Service Cloud Voice, possible values are: `new`—The voice call record has been created. `in-progress`—The call has been accepted (or, for outbound messages, initiated) by an agent. `completed`—The call has ended. This includes calls that are transferred. (If a call is transferred, another voice call record is created to track the state of the transferred call.) If After Conversation Work (ACW) is enabled, that work begins after the call has completed.
CallDurationInSeconds	Type int Properties Create, Filter, Group, Nillable, Sort Description The total duration (in seconds) of the call.
CallEndDateTime	Type dateTime Properties Create, Filter, Sort Description The date and time (in UTC) when the call ended.
CallerId	Type reference Properties Create, Filter, Group, Nillable, Sort Description For Service Cloud Voice, this field represents the unique ID of the participant who initiated the call. If “Match Callers to End User Records” is enabled in Lightning Experience, the value will be null and the `EndUserId` field is used instead to determine the end user associated with this voice call. Available in API version 48.0 and later. This is a relationship field. Relationship Name Caller Relationship Type Lookup Refer To ConversationParticipant
CallerIdType	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort Description For Sales Dialer, this field represents the number displayed for outbound calls. Possible values are: `VendorLine`—User. `CompanyNumber`—Company. `LocalPresence`—Local Presence. `CustomCallerId`—Custom Caller ID. Available in API version 41.0 and later.
CallOrigin	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort Description Information about how this call originated. For Service Cloud Voice, possible values are: `Preview`—Preview dialer. `Progressive`—Progressive dialer. `Voicemail`—Voicemail call. Available in API version 56.0 and later.
CallQueuedDateTime	Type dateTime Properties Create, Filter, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the date and time (in UTC) when the call was added to a queue to be routed to an agent. Available in API version 48.0 and later.
CallRecordingId	Type reference Properties Create, Filter, Group, Nillable, Sort Description For Service Cloud Voice, this field represents the unique ID of the call recording for the voice call. Available in API version 41.0 and later. This is a relationship field. Relationship Name CallRecording Relationship Type Lookup Refers To VoiceCallRecording
CallResolution	Type picklist Properties Create, Filter, Group, Nillable, Sort, Update Description The resolution outcome of the call. The default value is ‘Resolved’, meaning the call has been resolved. Available in API version 48.0 and later.
CallStartDateTime	Type dateTime Properties Create, Filter, Sort Description The date and time (UTC) when the call started.
CallType	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort Description The types of call. For Sales Dialer, possible values are: `Bridge` `Coach` `Inbound` `Internal` `Outbound` For Service Cloud Voice, possible values are: `Callback` `Inbound` `Outbound` `Transfer`
CoachingDurationInSeconds	Type int Properties Create, Filter, Group, Nillable, Sort Description For Sales Dialer, this field represents the total duration (in seconds) of the coaching session. This field only appears if call coaching is enabled. Available in API version 41.0 and later.
ConferenceKey	Type string Properties Create, Filter, Group, Nillable, Sort Description For Sales Dialer, this field represents the related conference key. This field is only available if call monitoring is enabled. Available in API version 41.0 and later.
ConversationId	Type reference Properties Create, Filter, Group, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the unique ID of the conversation. This field is only available if call monitoring is enabled. Available in API version 48.0 and later. This is a relationship field. Relationship Name Conversation Relationship Type Lookup Refers To Conversation
CurrencyCode	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort Description For Sales Dialer, this field represents the ISO currency code used to bill the call.
CustomerHoldDuration	Type int Properties Create, Filter, Group, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the total duration (in seconds) of all the holds that occurred during the voice call. Available in API version 49.0 and later.
Description	Type textarea Properties Create, Nillable, Update Description If Service Cloud Voice is enabled, this field represents a text field where the agent can enter a summary of the call. Available in API version 48.0 and later.
EndUserId	Type reference Properties Create, Filter, Group, Nillable, Sort Description For Service Cloud Voice, if “Match Callers to End User Records” is enabled in Lightning Experience, this field represents the unique ID of the messaging end user (MessagingEndUser `Id`) associated with this voice call. Available in API version 53.0 and later. This is a relationship field. Relationship Name EndUser Relationship Type Lookup Refers To MessagingEndUser
FromPhoneNumber	Type phone Properties Create, Filter, Group, Sort Description The phone number of the user who initiated the call.
IsRecorded	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort Description Indicates whether a Voice Call Recording record was created ('true') or not ('false') for this voice call. The default value is 'false’. Available in API version 44.0 and later.
LastReferencedDate	Type dateTime Properties Filter, Nillable, Sort Description The date and time (in UTC) when the current user last viewed a record related to this voice call.
LastViewedDate	Type dateTime Properties Filter, Nillable, Sort Description The date and time (in UTC) when the current user last viewed this voice call. If this record was only referenced (`LastReferencedDate`), this value will be null.
LongestHoldDuration	Type int Properties Create, Filter, Group, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the longest hold duration (in seconds) that occurred during the call. Available in API version 49.0 and later.
MediaProviderId	Type reference Properties Create, Filter, Group, Nillable, Sort Description The unique ID of the related media provider. Available in API version 49.0 and later. This is a relationship field. Relationship Name MediaProvider Relationship Type Lookup Refers To CallCoachingMediaProvider
NextCallId	Type reference Properties Create, Filter, Group, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the unique ID of the next call if the call was transferred to another agent. If a transfer or callback didn’t occur, this value will be null. Available in API version 48.0 and later. This is a relationship field. Relationship Name NextCall Relationship Type Lookup Refers To VoiceCall
NumberOfHolds	Type int Properties Create, Filter, Group, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the number of times the customer was put on hold. Available in API version 49.0 and later.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The unique ID of the user who owns the voice call record. This is a polymorphic relationship field. Relationship Name Owner Relationship Type Lookup Refers To Group, User
PreviousCallId	Type reference Properties Create, Filter, Group, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the unique ID of the previous call if the call was transferred from another agent. If a transfer or callback didn’t occur, this value will be null. Available in API version 48.0 and later. This is a relationship field. Relationship Name PreviousCall Relationship Type Lookup Refers To VoiceCall
Price	Type double Properties Create, Filter, Nillable, Sort Description For Sales Dialer, this field represents the cost of the phone call.
QualityScore	Type double Properties Create, Filter, Nillable, Sort, Update Description If Service Cloud Voice is enabled, this field represents the value of the Mean Opinion Score (MOS) that measures voice call quality. This algorithm is based on packet loss percentage, average latency, and average jitter. Available in API version 53.0 and later.
QueueName	Type string Properties Create, Filter, Group, Nillable, Sort Description If Service Cloud Voice is enabled, this field represents the name of the agent queue. Available in API version 49.0 and later.
RecipientId	Type reference Properties Create, Filter, Group, Nillable, Sort Description For Service Cloud Voice, this field represents the unique ID of the participant who received the call. If “Match Callers to End User Records” is enabled in Lightning Experience, this value will be null and the EndUserId field is used instead to determine the end user associated with this voice call. This is a relationship field. Relationship Name Recipient Relationship Type Lookup Refers To ConversationParticipant
RelatedRecordId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The unique ID of the related record. This is a polymorphic relationship field. Relationship Name RelatedRecord Relationship Type Lookup Refers To Account, Case, Contact, Lead, Opportunity
SourceType	Type picklist Properties Create, Group, Nillable, Restricted picklist, Sort, Update Description The general purpose of the call. The value 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. Possible values are: Sales Service Available in API version 52.0 and later.
ToPhoneNumber	Type phone Properties Create, Filter, Group, Sort Description The recipient of the phone call. For inbound, transfer, and callback calls, this value is the agent's number. For outbound calls, this value is the customer's number.
UserId	Type reference Properties Create, Filter, Group, Nillable, Sort Description The unique ID of the Salesforce user who initiates an outbound call or accepts an inbound call. If no one takes the call, this value defaults to null. This is a relationship field. Relationship Name User Relationship Type Lookup Refers To User
VendorCallKey	Type string Properties Create, Filter, Group, Nillable, idLookup, Sort Description The unique ID of the child leg of the call that’s provided by the Sales Dialer vendor or Service Cloud Voice telephony provider.
VendorParentCallKey	Type string Properties Create, Filter, Group, Nillable, Sort Description For Sales Dialer, this field represents the unique ID of the parent leg of the call that’s provided by the Dialer vendor.
VendorType	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort Description For Sales Dialer, this field represents the type of Dialer vendor. For Service Cloud Voice, this field is always set to ‘ContactCenter’. Available in API version 41.0 and later.
VoiceVendorLineId	Type reference Properties Create, Filter, Group, Nillable, Sort Description For Sales Dialer, this field represents the unique 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 (Available in API version 48.0 and later): 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 the Salesforce Platform

VoiceCall

Supported Calls

Fields

Associated Objects