CallCenter

Represents the Call Center definition used to integrate Salesforce with a third-party computer-telephony integration (CTI) system, a partner telephony system, or partner Contact Center as a Service (CCaaS) system.

This type extends Metadata and inherits its fields.

CallCenter components have the suffix .callCenter and are stored in the callCenters folder.

Introduced in API version 27.0.

There are no additional access requirements that are specific to this type.

• Type: string
• Required: No
• Description: Optional field. A URL that points to an adapter.

• Type: ContactCenterChannel[]
• Required: No
• Description: Relates Bring Your Own Channel for Contact Center as a Service (CCaaS) messaging channels to a CallCenter and represents the routing details for a voicemail configuration.

• Type: string
• Required: No

• Type: string

• Required: Yes

• Description: Required.

  The display name of this call center.

• Type: string

• Required: Yes

• Description: Required.

  The label of the displayName field in Call Center setup page.

• Type: string

• Required: Yes

• Description: Required.

  The label of the internalName field in Call Center setup page.

• Type: CallCenterSection[]
• Required: No
• Description: Custom setup items defined for this call center.

• Type: VendorCallCenterStatusMap[]
• Required: No

• Type: string
• Required: No
• Description: The version of this call center.

• Type: string

• Required: Yes

• Description: Required.

  The label of the custom setup item.

• Type: string

• Required: Yes

• Description: Required.

  The name of the custom setup item.

• Type: string

• Required: Yes

• Description: Required.

  The value of the custom setup item.

• Type: CallCenterItem[]
• Required: No
• Description: Contains the label, name, and value that describe the sections.

• Type: string

• Required: Yes

• Description: Required.

  The label of the section.

• Type: string

• Required: Yes

• Description: Required.

  The name of the section.

Represents a junction subtype that relates a Bring Your Own Channel for Contact Center as a Service (CCaaS) messaging channel to a CallCenter type for Bring Your Own Channel for CCaaS. This subtype also represents the routing details for a voicemail configuration and routing information for callback requests. This subtype is available in API version 56.0 and later.

• Type: string

• Required: Yes

• Introduced: API version 60.0

• Description: Required.

  For Bring Your Own Channel for CCaaS, this field represents the unique ID of the Bring Your Own Channel messaging channel (MessagingChannel) that’s associated with the contact center (CallCenterId).

• Type: string

• Required: Yes

• Introduced: API version 60.0

• Description: Required.

  For Bring Your Own Channel for CCaaS, this field represents the unique ID of the contact center (CallCenterId) that’s associated with the Bring Your Own Channel messaging channel (MessagingChannel).

• Type: string
• Required: No
• Introduced: API version 65.0
• Description: If callbacks are configured for the contact center and the contact center uses Omni-Channel Unified Routing, this field represents the unique ID of the fallback queue to use if contact request routing through an Omni-Channel flow fails. Don’t change the value in this field. Instead, configure contact request routing in Lightning Experience.

• Type: string
• Required: No
• Introduced: API version 65.0
• Description: If callbacks are configured for the contact center and the contact center uses Omni-Channel Unified Routing, this field represents the unique ID of the flow or queue used to route contact requests. Don’t change the value in this field. Instead, configure contact request routing in Lightning Experience.

• Type: string
• Required: No
• Description: If voicemail routing is configured for the contact center, this field represents the unique ID of the fallback queue to use if voicemail routing fails. Don’t change the value in this field. Instead, configure voicemail routing in Lightning Experience.

• Type: string
• Required: No
• Description: If voicemail routing is configured for the contact center, this field represents the unique ID of the flow used to route voicemails. Don’t change the value in this field. Instead, configure voicemail routing in Lightning Experience.

• Type: string
• Required: Yes

• Type: string
• Required: Yes

The following is an example of a CallCenter component:

1<?xml version="1.0" encoding="UTF-8"?>
2<CallCenter xmlns="http://soap.sforce.com/2006/04/metadata">
3    <adapterUrl>http://localhost:11000</adapterUrl>
4    <displayName>Demo Call Center Adapter</displayName>
5    <displayNameLabel>Display Name</displayNameLabel>
6    <internalNameLabel>Internal Name</internalNameLabel>
7    <sections>
8        <items>
9            <label>Description</label>
10            <name>reqDescription</name>
11            <value>Demo Call Center Adapter</value>
12        </items>
13        <items>
14            <label>CTI Connector ProgId</label>
15            <name>reqProgId</name>
16            <value>DemoAdapter.DemoAdapter.1</value>
17        </items>
18        <items>
19            <label>Version</label>
20            <name>reqVersion</name>
21            <value>3.0</value>
22        </items>
23        <items>
24            <label>CTI Adapter URL</label>
25            <name>reqAdapterUrl</name>
26            <value>http://localhost:11000</value>
27        </items>
28        <label>General Information</label>
29        <name>reqGeneralInfo</name>
30    </sections>
31    <sections>
32        <items>
33            <label>Outside Prefix</label>
34            <name>reqOutsidePrefix</name>
35            <value>1</value>
36        </items>
37        <items>
38            <label>Long Distance Prefix</label>
39            <name>reqLongDistPrefix</name>
40            <value>1</value>
41        </items>
42        <items>
43            <label>International Prefix</label>
44            <name>reqInternationalPrefix</name>
45            <value>01</value>
46        </items>
47        <label>Dialing Options</label>
48        <name>reqDialingOptions</name>
49    </sections>
50    <version>4</version>
51</CallCenter>

For information about the CallCenter definition file, see Call Center Definition Files.