Salesforce Voice with Telephony Providers Implementation Guide

Overview
Release Notes
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
Route a Voice Call
Request a Callback
Send a Real-Time Conversation Event
Store a Post-Call Conversation Event
Reroute a Voice Call
Reserve a Routable Number
Reserve a Correlation ID
Clear Routing
Sample Code
Toolkit API
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
PDF

Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Clear Routing

Deletes the PendingServiceRouting (PSR) record for a voice call. This API doesn’t need to be called for most scenarios; the PSR record is automatically deleted when the call is no longer being routed. However, there are some scenarios, like for missed or abandoned calls when using partner telephony systems (excluding Amazon Connect), where you must explicitly call this API to clear the PSR record.

URI

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

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.