Salesforce Voice with Telephony Providers Implementation Guide
jNote: 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.
Reroute a Voice Call
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/rerouteResponse:
1{"status": "Success"}