Reroute a Voice Call | Salesforce Voice with Telephony Providers Implementation Guide

Use this API to reroute a voice call with Omni-Channel if routing has failed initially. For example, routing may fail if an assigned rep isn’t part of the Amazon Connect routing queue or Amazon Connect isn’t able to start a WebRTC connection with a rep’s browser. This API closes any agentWork that is already accepted and reroutes the call to a different rep. The Reroute a Voice Call API will only be processed if the call belongs to a contact center which has Unified Routing with Omni-Channel enabled.

URI

https://{MyDomain}.my.salesforce-scrt.com/telephony/v1/voiceCalls/{CALL ID}/reroute

Where {MyDomain} is a value configured as part of Salesforce Voice setup and {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

None

Example

Request:

1PATCH /telephony/v1/voiceCalls/89328b83-ff42-4c85-a2af-e948124365de/reroute

Response:

1{"status": "Success"}