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Route a Voice Call

Routes a voice call to a rep, agent, queue, or flow if Omni-Channel Unified Routing is enabled.

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

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

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

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:

1POST /telephony/v1/voiceCalls/89328b83-ff42-4c85-a2af-e948124365de/routeVoiceCall
2
3{
4  "routingTarget": "300SG000015iJ38YAE",
5  "fallbackQueue": "00G111222333444",
6  "flowInputParameters": {
7      "Input1": "one",
8      "Input2": "two"
9  }
10}

Response:

The API returns the routing status only. The Omni Channel routing engine routes the call to a specific user, queue, or flow.

1{
2  "status": "Success"
3}

Salesforce Voice with Telephony Providers Implementation Guide

Route a Voice Call

URI

HTTP Method

Headers

Parameters

Example