| 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
- Refers To
- Task
|
| AgentSentimentScore |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- If Sentiment
Journey in Service Cloud Voice is set up,
this field represents the rep’s overall sentiment score
post-call in a conversation event. The value must be
between -5 (lowest negative sentiment score) and 5
(highest positive sentiment score), with 0 being a
neutral sentiment score. Available in API version 59.0
and later.
|
| 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 an agent accepts the
call. 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:
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
completes.
|
| 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 is 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. An
update to the CallRecordingId value is an internal
process and doesn't trigger automation such as flows.
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.
|
| CallStatus |
- Type
- picklist
- Properties
- Filter, Group, Nillable, Restricted picklist, Sort
- Description
- For internal use only.
- Available in API version 63.0 and later.
|
| CallSubtype |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist,
Sort
- Description
- For Service Cloud Voice, this field represents the
network or protocol over which the phone or Voice over
Internet Protocol (VoIP) call is made. Possible values
are:
Available in API version 62.0 and later.
|
| 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
- Consult
- Inbound
- InternalCall
- 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.
|
| CustomerSentimentScore |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- If Sentiment
Journey in Service Cloud Voice is set up,
this field represents the customer’s overall sentiment
score post-call in a conversation event. The value must
be between -5 (lowest negative sentiment score) and 5
(highest positive sentiment score), with 0 being a
neutral sentiment score. Available in API version 59.0
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.
|
| DisconnectReason |
- Type
- string
- Properties
- Create, Filter, Group, Nillable
- Description
- If Service Cloud Voice is enabled, this field represents
the reason why the voice call was disconnected. The
reason is provided by the partner telephony. For Amazon
Connect instances, this value is automatically populated
through the Contact Trace Record (CTR) if you have
Contact Center version 13.0 or later. See
DisconnectReason in the Amazon Connect
contact records data model page for a list of
possible reasons why a voice call may be disconnected.
For all other partner telephony models, configure this
feature through the disconnectReason parameter in the Update a
Voice Call Record Telephony Integration API. Available
in API version 59.0 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 number of the user who initiated the call.
|
| IsDiarizationOptIn |
- Type
- boolean
- Properties
- Defaulted on create, Filter, Group, Sort
- Description
- Indicates whether optimal speaker separation
(diarization) is opted in (true) or not (false) for 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 the record has not been
viewed before, this value is null. Referencing a record
(LastReferencedDate) doesn’t count as
viewing it.
|
| 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
|
| Name |
- Type
- string
- Properties
- Autonumber, Defaulted on create, Filter, idLookup,
Sort
- Description
- The name of the voice call record. For example, VC-00000001. Available
in API version 60.0 and later.
|
| 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 there is
no other agent, this value is 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. When there is no
previous call, this value is 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 is 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
|
| RecordyTypeId |
- Type
- reference
- Properties
- Create, Filter, Nillable, Updates
- Description
- The ID of the voice call record type assigned to this
voice call. If a record type isn't assigned to this
voice call, the value is null. Available in API version
59.0 and later.
- This is a relationship field.
- Relationship Name
- RecordType
- Relationship Type
- Lookup
- Refers To
- RecordType
|
| RelatedRecordId |
- Type
- reference
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- The unique ID of the related record. Associates the
VoiceCall record to a standard or custom object record.
For Service Cloud Voice, supported related records
include the standard objects Account, Case, Contact,
Lead, and Opportunity. For Sales Dialer, supported
related records include custom objects.
- 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 permission sets
assigned to the voice call owner determine the value. A
call’s source type controls which insights Einstein
Conversation Insights applies during
analysis.
Possible values are:
Available in API version 52.0 and
later.
|
| ToPhoneNumber |
- Type
- phone
- Properties
- Create, Filter, Group, Sort
- Description
- The recipient of the call. For inbound, transfer, and
callback calls, this value is the agent's number. For
outbound calls, this value is the customer's
number.
|
| TranscribedLanguage |
- Type
- string
- Properties
- Filter, Group, Nillable, Sort
- Description
- The language that is transcribed for this voice
call.
|
| 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
|
j