---
schema_version: "1"
id: ee91209e6a4ab3bdbd721a0c31db09319f399a5607a3a81f176f5f6213255ae1
title: Connect Related Voice Calls When Using SIP or Dynamic Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_connect_related_voice_calls_sip.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_connect_related_voice_calls_sip.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 34e4b6c582e99bd6802c6c7ceea4d9fda30e5d537601879fe84258f1e72cbaf3
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Connect Related Voice Calls When Using SIP or Dynamic Routing

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions, and <a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;language=en_US" target="_blank">Salesforce Voice add-ons</a>.</td></tr></tbody></table>

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.

- For SIP, include the VC1 ID in the callid parameter of the UUI header or custom X-header.
- For Dynamic Routing, include the VC1 ID in the callid parameter of the [reserveRoutableNumber Telephony Integration API](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_reserve_routable_number.htm) request.

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](https://help.salesforce.com/s/articleView?id=ai.agent_connect_rep_other_voice_calls_sample.htm&type=5&language=en_US).

- **[Sample Voice Call Connection Configuration in Genesys](https://help.salesforce.com/s/articleView?id=ai.agent_connect_rep_other_voice_calls_sample.htm&release=264.0.0&type=5)**  
    The steps for connecting a Rep voice call record (VC3) with an Agent voice call record (VC2) vary for each telephony system. This example illustrates how to perform this configuration in Genesys.

#### See Also

- [Connecting Related Voice Calls](https://help.salesforce.com/s/articleView?id=ai.agent_connect_related_voice_calls.htm&release=264.0.0&type=5 "When a customer conversation involves call transfers, a separate voice call record can be created in Salesforce for each call segment. This action results in multiple voice call records for the same conversation. To provide a single, comprehensive view and preserve the full call context, connect these related voice call records. Connecting records enables more informed decisions. For instance, you can escalate the call to the appropriate rep based on all gathered information.")