VoiceCall

Represents a call in Salesforce Voice, Sales Dialer, or other supported voice connectors. For Salesforce Voice, this can be a phone or Voice over Internet Protocol (VoIP) call.

To manage VoiceCall records when using Salesforce Voice, see the Telephony Integration REST API.

The fields in the VoiceCall object apply to the Sales Dialer and Salesforce Voice features unless otherwise stated in the field description.

In addition to the standard fields listed in this page, you can define up to 300 custom fields for the VoiceCall object.

Introduced in API version 37.0.

create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), update(), upsert()

  • Only users with the Modify All Data permission can delete call records.
  • To edit voice call records, Sales Dialer or Salesforce Voice permissions are required. This includes the Dialer Outbound permission set for Sales Dialer, or the Salesforce Voice Contact Center Rep or Salesforce Voice Contact Center Admin permission sets for Salesforce Voice, or Agentforce Contact Center Admin (Salesforce Voice) permission set.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 48.0

  • Description:

    The unique ID of the activity record.

    This is a relationship field.

  • Relationship name: Activity

  • Relationship type: relationship

  • Refers to: Task

  • Type: double

  • Properties: Create, Filter, Nillable, Sort, Update

  • Introduced: API version 59.0

  • Description:

    If Sentiment Journey in Salesforce Voice with Telephony Providers 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.

    This field isn’t available in Salesforce Voice (Native Telephony).

  • Type: int

  • Properties: Create, Filter, Group, Nillable, Sort

  • Introduced: API version 68.0

  • Description:

    Average inter-arrival jitter of RTP packets on the agent leg over the entire call duration, measured in milliseconds. Higher values indicate inconsistent packet timing, which can cause audio choppiness.

    This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).

  • Type: percent

  • Properties: Create, Filter, Nillable, Sort

  • Introduced: API version 68.0

  • Description:

    Average percentage of RTP packets lost on the agent leg over the entire call duration. Higher values indicate sustained network degradation, which can cause audio gaps.

    This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).

  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Introduced: API version 48.0
  • Description: If Salesforce Voice is enabled, this field represents the date and time (in UTC) when an agent accepts the call.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort

  • Introduced: API version 48.0

  • Description:

    If Salesforce Voice with Telephony Providers is enabled, this field represents the unique ID of the call center (CallCenter Id) where the activity took place.

    This is a relationship field.

    This field isn’t available in Salesforce Voice (Native Telephony).

  • Relationship name: CallCenter

  • Relationship type: relationship

  • Refers to: CallCenter

  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Introduced: API version 49.0
  • Description: For Sales Dialer, this field represents the date and time (in UTC) when the call was connected.

  • Type: string

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Description:

    The status of the phone call.

    For Sales Dialer, possible values are:

    • in progress
    • busy
    • failed

    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.
  • Type: int
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Description: The total duration (in seconds) of the call.
  • Type: datetime
  • Properties: Create, Filter, Sort, Update
  • Description: The date and time (in UTC) when the call ended.

  • Type: picklist

  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update

  • Introduced: API version 56.0

  • Description:

    Information about how this call originated. For Salesforce Voice,

    Available in API version 56.0 and later.

  • Possible values:

    • Preview — Preview — Preview dialer.
    • Progressive — Progressive — Progressive dialer.
    • Voicemail — Voicemail — Voicemail call.
  • Type: datetime
  • Properties: Create, Filter, Nillable, Sort, Update
  • Introduced: API version 48.0
  • 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.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 41.0

  • 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.

    This is a relationship field.

  • Relationship name: CallRecording

  • Relationship type: relationship

  • Refers to: VoiceCallRecording

  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 48.0
  • Description: The resolution outcome of the call. The default value is Resolved, meaning the call has been resolved.
  • Type: datetime
  • Properties: Create, Filter, Sort, Update
  • Description: The date and time (UTC) when the call started.
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
  • Introduced: API version 63.0
  • Description: For internal use only.
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort
  • Introduced: API version 62.0
  • 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:
    • PSTN — PSTN
    • WebRTC — WebRTC

  • Type: picklist

  • Properties: Create, Filter, Group, Restricted picklist, Sort

  • Description:

    The types of call.

    For Sales Dialer, possible values are:

    For Salesforce Voice,

  • Possible values:

    • Bridge — Bridge
    • Coach — Coach
    • Inbound — Inbound
    • Internal — Internal
    • Outbound — Outbound
    • Callback — Callback
    • Consult — Consult
    • InternalCall — InternalCall
    • Transfer — Transfer

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort

  • Introduced: API version 48.0

  • 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.

    This is a relationship field.

  • Relationship name: Caller

  • Relationship type: relationship

  • Refers to: ConversationParticipant

  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort
  • Introduced: API version 41.0
  • Description: For Sales Dialer, this field represents the number displayed for outbound calls.
  • Possible values:
    • VendorLine — VendorLine — User.
    • CompanyNumber — CompanyNumber — Company.
    • LocalPresence — LocalPresence — Local Presence.
    • CustomCallerId — CustomCallerId — Custom Caller ID.
  • Type: int
  • Properties: Create, Filter, Group, Nillable, Sort
  • Introduced: API version 41.0
  • 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.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort
  • Introduced: API version 41.0
  • Description: For Sales Dialer, this field represents the related conference key. This field is only available if call monitoring is enabled.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort

  • Introduced: API version 48.0

  • 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.

    This is a relationship field.

  • Relationship name: Conversation

  • Relationship type: relationship

  • Refers to: Conversation

  • 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.
  • Type: int
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 49.0
  • Description: If Salesforce Voice is enabled, this field represents the total duration (in seconds) of all the holds that occurred during the voice call.

  • Type: double

  • Properties: Create, Filter, Nillable, Sort, Update

  • Introduced: API version 59.0

  • Description:

    If Sentiment Journey in Salesforce Voice with Telephony Providers 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.

    This field isn’t available in Salesforce Voice (Native Telephony).

  • Type: textarea
  • Properties: Create, Nillable, Update
  • Introduced: API version 48.0
  • Description: If Salesforce Voice is enabled, this field represents a text field where the agent can enter a summary of the call.

  • Type: string

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 59.0

  • 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.

    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:

    • Bot Terminated: The AI agent terminated the session.
    • Customer Intent Fulfilled: A customer interaction successfully completed.
    • Customer Unresponsive: The session ended after the AI agent made three attempts to engage the customer without a response.
    • Disconnected by Customer: The customer ended the session.
    • Error: The session ended due to a system error.
    • Expiration Error: The bot session expired.
    • Internal Orchestrator Service Unavailable: The session ended because an internal service is temporarily unavailable. Contact Salesforce support.
    • Maximum Duration Reached: The session ended after reaching the maximum allowed duration of 60 minutes.
    • Missing Flow Id: The escalation flow isn’t configured for the AI agent.
    • Other: The session ended due to reasons that aren’t captured by other DisconnectReason values.
    • Session Initiation Failure: The bot session couldn’t be established.
    • Transferred: The session was escalated to a rep.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort

  • Introduced: API version 53.0

  • 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.

    This is a relationship field.

  • Relationship name: EndUser

  • Relationship type: relationship

  • Refers to: MessagingEndUser

  • Type: phone
  • Properties: Create, Filter, Group, Sort, Update
  • Description: The number of the user who initiated the call.
  • Type: boolean
  • Properties: Create, Defaulted on create, Filter, Group, Sort
  • Introduced: API version 58.0
  • Description: Indicates whether optimal speaker separation (diarization) is opted in (true) or not (false) for the call.
  • Default value: false
  • Type: boolean
  • Properties: Create, Defaulted on create, Filter, Group, Sort
  • Introduced: API version 44.0
  • Description: Indicates whether a Voice Call Recording record was created (true) or not (false) for this voice call. The default value is false.
  • Default value: false
  • Type: int
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 65.0
  • Type: int
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 49.0
  • Description: If Salesforce Voice is enabled, this field represents the longest hold duration (in seconds) that occurred during the call.

  • Type: int

  • Properties: Create, Filter, Group, Nillable, Sort

  • Introduced: API version 68.0

  • Description:

    Maximum inter-arrival jitter of RTP packets on the agent leg, measured in milliseconds over rolling 5-second windows. Captures sudden, temporary timing spikes that cause brief audio choppiness, even if the overall call average appears stable.

    This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).

  • Type: percent

  • Properties: Create, Filter, Nillable, Sort

  • Introduced: API version 68.0

  • Description:

    Maximum percentage of RTP packets lost on the agent leg, measured over rolling 5-second windows. Captures sharp bursts of packet loss that call-wide averages can mask.

    This field is available in API version 68.0 and later, and only in Salesforce Voice (Native Telephony).

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 49.0

  • Description:

    The unique ID of the related media provider.

    This is a relationship field.

  • Relationship name: MediaProvider

  • Relationship type: relationship

  • Refers to: CallCoachingMediaProvider

  • Type: string
  • Properties: Autonumber, Defaulted on create, Filter, idLookup, Sort
  • Introduced: API version 60.0
  • Description: The name of the voice call record. For example, VC-00000001.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 48.0

  • Description:

    If Salesforce Voice with Telephony Providers 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.

    This field isn’t available in Salesforce Voice (Native Telephony).

    This is a relationship field.

  • Relationship name: NextCall

  • Relationship type: relationship

  • Refers to: VoiceCall

  • Type: int
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 49.0
  • Description: If Salesforce Voice is enabled, this field represents the number of times the customer was put on hold.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort

  • Introduced: API version 48.0

  • Description:

    If Salesforce Voice with Telephony Providers 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.

    This field isn’t available in Salesforce Voice (Native Telephony).

    This is a relationship field.

  • Relationship name: PreviousCall

  • Relationship type: relationship

  • Refers to: VoiceCall

  • Type: double
  • Properties: Create, Filter, Nillable, Sort
  • Description: For Sales Dialer, this field represents the cost of the phone call.
  • Type: double
  • Properties: Create, Filter, Nillable, Sort, Update
  • Introduced: API version 53.0
  • 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.
  • Type: string
  • Properties: Create, Filter, Group, Nillable, Sort, Update
  • Introduced: API version 49.0
  • Description: If Salesforce Voice is enabled, this field represents the name of the agent queue.

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 48.0

  • 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: relationship

  • Refers to: ConversationParticipant

  • Type: reference

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 38.0

  • 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: polymorphic

  • Refers to: Account, Case, CollectionPlan, Contact, ContactRequest, CustomEntityDataTemplate, Lead, Opportunity, WorkOrder

  • Type: picklist

  • Properties: Create, Group, Nillable, Restricted picklist, Sort, Update

  • Introduced: API version 52.0

  • 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:

    • Sales
    • Service

    Available in API version 52.0 and later.

  • Possible values:

    • Sales — Sales
    • Service — Service
  • 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.

  • Type: string

  • Properties: Create, Filter, Group, Nillable, Sort, Update

  • Introduced: API version 58.0

  • 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.

    This field can be set at record creation but can’t be edited after creation through API, Apex, or the Telephony Integration API (CTR sync). This field is automatically populated by Einstein Conversation Insights (ECI) when post-call transcripts are processed. The value is a two-letter ISO 639-1 language code detected from the transcript. You must enable Einstein Conversation Insights for ECI to populate this field. This field can’t be set through the callAttributes property of the voice call update API.

  • 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: relationship

  • Refers to: User

  • Type: string
  • Properties: Create, Filter, Group, idLookup, Nillable, Sort
  • Description: The unique ID of the child leg of the call that’s provided by the Sales Dialer vendor or Salesforce Voice.
  • 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.
  • Type: picklist
  • Properties: Create, Filter, Group, Nillable, Restricted picklist, Sort
  • Introduced: API version 41.0
  • Description: For Sales Dialer, this field represents the type of Dialer vendor. For Salesforce Voice, this field is always set to ContactCenter.

  • 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: relationship

  • Refers to: VoiceVendorLine

This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version.