If you’re a Salesforce Voice with Telephony Providers customer, Salesforce can create
multiple voice call records for the same conversation. For example, when an incoming call
transfers to an Agentforce agent via SIP or Dynamic Routing, Salesforce creates a separate voice
call record for that call leg. If the agent transfers the call to a rep, Salesforce can create a
third voice call record. To view the entire conversation with the customer, connect these related
voice call records.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions
with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons. |
To automatically connect the initial voice call record (VC1) with the agent voice call record
(VC2), pass the VC1 ID into the callid parameter when transferring the
call. If you don't pass the VC1 ID, the voice call records won't be connected.
If a third voice call record is created when the call is transferred from an agent to a rep,
connect the Rep voice call record (VC3) with the Agent voice call record (VC2). This procedure
varies based on the telephony system. For details, see Sample Voice Call Connection Configuration in
Genesys.
