Service Cloud Voice Implementation Guide
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Route a Voice Call
Use this API to route a voice call or transfer a voice call with Omni-Channel to a rep or agent, queue, or Omni-Channel flow. When a rep selects a transfer target in Omni-Channel, this API passes the call ID (Salesforce VoiceCallId or telephony vendor ContactId) as a parameter. Unlike the Execute an Omni-Channel Flow API, this API provides a single integration point for routing and transferring voice calls with Unified Routing.
The Route a Voice Call API returns only the routing request status of success or failure. Use this API to instruct Omni Channel to route the voice call to a specific target, and don’t depend on the response.
This API is processed if the call belongs to a contact center that has Unified Routing with Omni-Channel enabled.
URI
/telephony/v1/voiceCalls/{CALL ID}/routeVoiceCall
Where {CALL ID} is the Salesforce voiceCallId or the telephony vendor’s contact ID.
HTTP Method
POST
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 |
|---|---|---|---|
| routingTarget | string | Specifies the Omni-Channel routing target as a Salesforce agent ID, queue ID, or Omni-Channel flow ID. | Yes |
| fallbackQueue | string | Specifies the fallback queue by its Salesforce queue ID. Used if routing to a flow fails. | No |
| flowInputParameters | string | Specifies more inputs to the Omni-Channel flow, if routingTarget is a flow. | No |
Example
Request:
Response: