VoiceCall Sharing Models

The VoiceCall object supports multiple sharing models to control who can access voice call records. The right sharing model depends on your org’s structure and access requirements.

By default, the org-wide default (OWD) for voice calls is set to Private, which means only the voice call record owner can see and edit the record. You can broaden access using any of the supported sharing models described here.

Supported Sharing Models for Voice Call Records

Sharing Model	Supported?	Sharing Rules Available in Setup?	How It Works
Organization-Wide Defaults (OWD)	Yes	N/A (configured in Sharing Settings)	Controls the baseline sharing level for all voice call records in your org. Default is Private. Other options are Public Read Only, and Public Read/Write.
Role Hierarchy	Yes	N/A (automatic)	Users higher in the role hierarchy automatically have access to voice call records owned by users below them. Other types of hierarchies don’t support voice call sharing from child to parent.
Role-Based Sharing Rules	Yes	Yes (Role, or Role and Internal Subordinates)	Creates sharing rules to share voice call records with users in specific roles. When a voice call owner’s role changes or the role hierarchy changes, sharing access is recalculated.
Public Group Sharing Rules	Yes	Yes (Public Groups)	Creates sharing rules to share voice call records with members of public groups. Public groups can include users, roles, and other groups. When group membership changes, sharing access is recalculated.
Queue Member Access	Yes	N/A (automatic)	When a voice call is owned by a queue, all members of that queue can access the voice call record. The voice call must be owned by the queue itself, not by individual queue members.
Queue-Based Sharing Rules	Yes	Yes (share voice calls owned by queues to roles or groups)	Creates sharing rules to share voice calls owned by queues with users in roles, public groups, or territories. Queue-to-queue sharing isn’t supported, and is a platform-wide sharing rule limitation. For more information, see Sharing Rule Categories.
Territory-Based Sharing Rules	Yes	Yes (Territories, or Territories and Internal Subordinates)	Creates sharing rules to share voice call records based on territory assignments. Territories are primarily used with Agentforce Sales (formerly Sales Cloud).
Manager Group Sharing Rules	Yes	Yes (Manager Groups, or Manager and Internal Subordinate Groups)	Creates sharing rules based on the management hierarchy defined by the Manager field on user records. Two types of manager groups are available: direct managers only, or managers and all their internal subordinates.
Manual Sharing	Yes	N/A (per-record)	Manually share individual voice call records with specific users or groups using the Share button on the voice call record page, Apex, or APIs.

Sharing Models Not Supported for Voice Calls

Sharing Model	Why It Isn’t Supported
Portal and External User Sharing	The external OWD for voice calls is always set to Private and can’t be changed. External users can’t access voice call records.
Implicit Sharing	VoiceCall doesn’t participate in any implicit sharing relationship. No parent entity (such as Account) grants automatic access to voice call records.
Criteria-Based Sharing Rules	Voice call ownership is assigned automatically by Omni-Channel routing rather than set directly by admins, so a specific subset of voice call records can’t be shared with a specific public group or role based on field criteria.

Considerations

Voice call recordings have separate access requirements. Even if a user has access to a voice call record through sharing, they might need extra permissions to listen to call recordings. See Requirements to Access Voice Call Recordings.
Sharing rule recalculation takes time. When you make changes that affect sharing, such as role or group changes, sharing rules are recalculated. For large orgs with many records, this can take some time. You can suspend and resume sharing rule calculations when making bulk changes.
Queue-to-queue sharing isn’t available. You can share voice calls owned by a queue with roles, groups, or territories, but you can’t create a sharing rule from one queue to another. For more information, see Sharing Rule Categories.

Object Reference for the Salesforce Platform

VoiceCall Sharing Models

Supported Sharing Models for Voice Call Records

Sharing Models Not Supported for Voice Calls

Considerations

See Also