--- schema_version: "1" id: 4d953ba86407b812471659570412bd9f1e883ea73108c0826a6ba9cff66630f8 title: Sample Voice Call Connection Configuration in Genesys collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_connect_rep_other_voice_calls_sample.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_connect_rep_other_voice_calls_sample.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: eec5b74d26a80115fdfb034dd0641f27a4a812d6287a73bbb9f146bb2d205b89 description: 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. products: - Agentforce - Cross Cloud release: "264" --- # Sample Voice Call Connection Configuration in Genesys 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. 1. In Salesforce, create these custom fields on the Salesforce VoiceCall object. **Agentforce Voice Call ID**. This custom string field stores the unique ID of the Initial voice call record (VC1). **Agentforce Voice Call**. This custom lookup field on the Salesforce VoiceCall object stores the ID of the related Agent voice call record (VC 2). This field gives reps easy access to the Agent call record (VC2). ![The Fields & Relationships page shows the two custom fields.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voicecall_object_custom_fields.png) 2. Add the Agentforce Voice Call custom lookup field to the Voice Call record page layout. ![The highlighted Agentforce Voice Call custom lookup field can be added to the page layout.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_call_custom_lookup_page_layout.png) 3. Configure these settings in Genesys Architect. 1. In the App Launcher of Genesys Console App, select **CX Cloud Genesys Settings**. ![The Voice for Salesforce Service Cloud option in CX Cloud Genesys Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_for_salesforce_service_cloud.png) 2. In the Voice for Salesforce Service Cloud box, click **Configure**. 3. Select **Configure Contact Centers**. ![The Configure Contact Centers option in the Genesys Console app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_configure_contact_centers.png) 4. To link VC1 with VC3 by using the participant data, populate the `Agentforce Voice Call ID` field with VC1 ID in a conversation field mapping. Enter `Participant.prevVoiceCallId` in the Conversation Attributes field and `Agentforce Voice Call ID` in the Salesforce Fields field, and then click **Save**. ![The Genesys Cloud Conversation field mapping](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_field_mapping.png) 5. In Genesys Architect, use the [Set Participant Data](https://help.mypurecloud.com/articles/set-participant-data-action/) action in the inbound call flow to synchronize the `prevVoiceCallId` contact attribute as the ID of the Initial voice call record (VC 1). Later, you use this ID to act as the key to link the subsequent voice call records inside Salesforce. ![The inbound call flow in Genesys Architect](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_set_participant_data.png) See [Synchronize call attributes with Salesforce VoiceCall records for CX Cloud from Genesys and Salesforce](https://help.genesys.cloud/articles/synchronize-call-attributes-with-salesforce-activity-records-for-cx-cloud-from-genesys-and-salesforce/). 4. To connect the Rep voice call record (VC3) and the Agent voice call record (VC2), create a VoiceCall update flow trigger in Salesforce. In the flow, set the Agentforce Voice Call custom lookup field of VC3 to VC2’s ID, using VC1’s ID. Before you create the flow trigger, let’s understand how this lookup works. The flow trigger runs when the Rep voice call record (VC3) is created. It uses the ID stored in the Agentforce Voice Call ID custom field on VC3, which is the unique ID of the related Initial voice call record (VC1). To determine the related Agent voice call record (VC2), the flow finds the record where the `VoiceCall.previousCallId` field matches VC1's ID. After VC2 is found, the flow updates VC3's Agentforce Voice Call custom lookup field to point to VC2, linking the conversations. 1. Open the Voice Call object in Object Manager. 2. Click **Flow Triggers**. 3. Click **New Flow** and create the flow trigger. ![The Flow Triggers page for the Voice Call object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_flow_triggers.png) Here’s a sample flow trigger.![The sample record-triggered flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_sample_flow_trigger.png) For more information, see [Get Started with Triggered Flows](https://trailhead.salesforce.com/content/learn/modules/record-triggered-flows/get-started-with-triggered-flows). 4. To populate the Agentforce Voice Call custom lookup field with the VC2 ID, run the flow trigger when the Rep voice call record (VC3) is created. This flow links VC2 and VC3 records by using VC1's ID from VC3's custom field to find VC2. It then populates the Agentforce Voice Call custom lookup field in VC3 with VC2’s ID. The resulting Rep voice call record (VC3) in the VoiceCall object has this information.
ID Agentforce Voice Call ID Agentforce Voice Call

VC3_ID

(Rep voice call record ID)

VC1_ID

(Initial voice call record ID)

VC2_ID

(Agent voice call record ID)