Service Cloud Voice Implementation Guide

Overview
Examples of Common Use Cases
Telephony Integration API
Authorization
Create a Voice Call Record
Update a Voice Call Record
Create a Transcript
Create Transcripts in Bulk
Execute an Omni-Channel Flow
Send a Real-Time Conversation Event
Store a Post-Call Conversation Event
Reroute a Voice Call
Clear Routing
Sample Code
Toolkit API
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
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Execute an Omni-Channel Flow

Executes the Omni-Channel flow to route voice calls. It passes the call ID (Salesforce VoiceCallId or telephony vendor ContactId) as parameters to the flow and returns the rep or queue routing instructions to the contact flow. By default, Service Cloud Voice uses the Omni-Channel flow (or fallback queue) specified for the phone channel that matches the dialed number. If the dialed number doesn’t match an existing phone channel, you can optionally set a new dialed number, Omni-Channel flow, and fallback queue as input parameters to this API call.

URI

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

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

Property Name Type Description Required
dialedNumber string Set a new dialed number to account for a dialed number that doesn’t have a phone channel set up. Dialed number is the phone number called. Yes
flowDevName string Set the Omni-Channel flow using its developer name. No
fallbackQueue string Set the fallback queue using its Salesforce queue developer name or ID. No
flowInputParameters string Set additional inputs to the Omni-Channel flow. No

Service Cloud Voice uses this order of precedence to route voice calls.

  1. Uses the Omni-Channel Flow and Fallback Queue settings for the phone channel that matches the dialed number. The flow takes precedence. If the flow fails, the fallback queue is used.
  2. Uses the flowDevName and fallbackQueue parameters specified in the Execute Omniflow API call.

Important

Example

Request:
Response without errors:

AGENT_INFO and QUEUE_INFO correspond to the ExternalId field in the CallCenterRoutingMap

Note

Response with errors: