| 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).
|
| 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:
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:
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.
|
| 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:
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
|
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