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VoiceCall

Represents a call in Salesforce Voice, Sales Dialer, or other supported voice connectors. For Salesforce Voice, this can be a phone or Voice over Internet Protocol (VoIP) call. This object is available in API version 40.0 and later.

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

The fields in the VoiceCall object apply to the Sales Dialer and Salesforce Voice features unless otherwise stated in the field description.

In addition to the standard fields listed in this page, you can define up to 300 custom fields for the VoiceCall object.

Supported Calls

create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), update(), upsert()

Special Access Rules

Only users with the Modify All Data permission can delete call records.

To edit voice call records, Sales Dialer or Salesforce Voice permissions are required. This includes the Dialer Outbound permission set for Sales Dialer, or the Salesforce Voice Contact Center Rep or Salesforce Voice Contact Center Admin permission sets for Salesforce Voice, or Agentforce Contact Center Admin (Salesforce Voice) permission set.

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 Refers To Task
AgentSentimentScore	Type double Properties Filter, Nillable, Sort Description If Sentiment Journey in Salesforce 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. This field isn't available in Salesforce Voice (Native Telephony).
AverageJitter	Type int Properties Create, Filter, Group, Nillable, Sort Description Average inter-arrival jitter of RTP packets on the agent leg over the entire call duration, measured in milliseconds. Higher values indicate inconsistent packet timing, which can cause audio choppiness. This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).
AveragePacketLoss	Type percent Properties Create, Filter, Nillable, Sort Description Average percentage of RTP packets lost on the agent leg over the entire call duration. Higher values indicate sustained network degradation, which can cause audio gaps. This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).
CallAcceptDateTime	Type dateTime Properties Create, Filter, Nillable, Sort Description If Salesforce 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 Salesforce 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. This field isn't available in Salesforce Voice (Native Telephony).
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 Salesforce 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 Salesforce 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 Salesforce 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 Salesforce 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 Salesforce 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 Salesforce Voice, this field represents the network or protocol over which the phone or Voice over Internet Protocol (VoIP) call is made. Possible values are: `PSTN` `WebRTC` 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 Salesforce 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 Salesforce 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 Salesforce 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 Salesforce 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. This field isn't available in Salesforce Voice (Native Telephony).
Description	Type textarea Properties Create, Nillable, Update Description If Salesforce 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 Salesforce Voice is enabled, this field represents the reason why the voice call was disconnected. For Salesforce Voice with Telephony Providers, the partner telephony provides the reason. For Amazon Connect instances, this value is automatically populated through the contact record 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. For Salesforce Voice (Native Telephony), possible values for inbound calls are: `CUSTOMER_DISCONNECT` `FLOW_DISCONNECT` `REP_DISCONNECT` `AGENT_DISCONNECT` `CUSTOMER_QUEUE_DISCONNECT` For Salesforce Voice (Native Telephony), possible values for outbound calls are: `CUSTOMER_DISCONNECT` `FLOW_DISCONNECT` `REP_DISCONNECT` `AGENT_DISCONNECT` `RING_NO_ANSWER` `CALL_REJECTED` For Agentforce Voice, possible values are: `DISCONNECTED_BY_CUSTOMER` `TRANSFERRED` `OTHER`
EndUserId	Type reference Properties Create, Filter, Group, Nillable, Sort Description For Salesforce 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.
IvrDuration	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description Total duration, in seconds, that a caller spends in the Interactive Voice Response (IVR) system. The duration includes time spent on automated prompts and responses before being placed in a queue or connected to a service rep. This field is available in API version 66.0 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 Salesforce 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.
MaximumJitter	Type int Properties Create, Filter, Group, Nillable, Sort Description Maximum inter-arrival jitter of RTP packets on the agent leg, measured in milliseconds over rolling 5-second windows. Captures sudden, temporary timing spikes that cause brief audio choppiness, even if the overall call average appears stable. This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).
MaximumPacketLoss	Type percent Properties Create, Filter, Nillable, Sort Description Maximum percentage of RTP packets lost on the agent leg, measured over rolling 5-second windows. Captures sharp bursts of packet loss that call-wide averages can mask. This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).
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 Salesforce 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 field isn't available in Salesforce Voice (Native Telephony). 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 Salesforce 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. Don’t modify this field during active call routing through automation, such as record-triggered flows or Apex triggers. Modifying this field during active call routing by customer automation creates conflicts with the Salesforce Voice with Telephony Providers internal platform logic. 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 Salesforce 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 field isn't available inr Salesforce Voice (Native Telephony). 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 Salesforce 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 Salesforce 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 Salesforce 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
RecordTypeId	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 Salesforce Voice, supported related records include the standard objects Account, Case, Collection Plan, Contact, Contact Request, Lead, Opportunity, and WorkOrder. 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, CollectionPlan, Contact, ContactRequest, Lead, Opportunity, Workorder
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: Sales Service 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. Don’t set or change this value. It’s automatically populated by the Conversation Intelligence platform.
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 Salesforce Voice.
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 Salesforce 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 these 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

Special Access Rules

Fields

Associated Objects