---
schema_version: "1"
id: 199efab4a41b316ecc611a775ccf69d2348b43e708f34aece4e3e9a919082516
title: Map Your Existing Salesforce Users to Telephony Provider Users
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_cloud_voice_map_users.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_cloud_voice_map_users.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: eea6356fc238f59d5f303258454d55eb1d11d2956f77a7d1e0c48b993262a6f2
description: To display service rep (agent) availability information for transferred calls and route calls to contact center reps, map Salesforce users to telephony provider users.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Map Your Existing Salesforce Users to Telephony Provider Users

To display service rep (agent) availability information for transferred calls and route calls to contact center reps, map Salesforce users to telephony provider users.

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

Although you can define the routing logic in Salesforce using Salesforce reps, with federated routing the actual routing happens in the telephony system, where calls are routed to the telephony users. With Omni-Channel Unified Routing, the actual routing of voice calls happens in Salesforce. Either way, users must be added to your contact center in Salesforce before you can map them to telephony provider users by adding them to a Call Center Routing Map. Calls assigned to unmapped users aren’t routed at runtime.

As of Winter ’22, Salesforce users newly added to the contact center are automatically mapped to telephony users if the telephony provider supports mapping users. However, you must manually map existing Salesforce users. Define the mappings in a CSV file and then import them into the CallCenterRoutingMap Salesforce object.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note It can take up to 24 hours for your contact center to sync with your telephony provider, including mapping Salesforce users to telephony provider users.

## Generate the Call Center Routing Map with Telephony User Information

Learn what to include for each field in the CallCenterRoutingMap object.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note If you’re mapping Salesforce users to Amazon Connect users, the username format for Amazon Connect users must adhere to the `roleSessionName` attribute format defined in your contact center’s SSO connected app or external client app SAML policies. For example: $User.Alias + @ + $User.Id + @ + Organization.Id.

For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). Starting in the Summer '26 release, connected apps can no longer be created. New contact centers use external client apps (ECA) for single sign-on (SSO).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:31.545741324921135%">
              <col style="width:68.45425867507886%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50238e99">Field Label</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50238e102">Description</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">ExternalId </td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 ">
                  <p>Username or user login name that uniquely identifies the user in the telephony
                    system.</p>
                  <p style="margin-bottom:0;">For Amazon Connect, use the service rep's ARN. <span class="doc_external_link"><a href="https://docs.aws.amazon.com/connect/latest/adminguide/find-instance-arn.html" target="_blank">Find your Amazon Connect instance
                        ID/ARN</a></span>.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">ReferenceRecordId </td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 ">
                  <p>Salesforce user ID that uniquely identifies the user in Salesforce. </p>
                  <p style="margin-bottom:0;">This
                    value is the 18-digit user ID. For details, see <a href="https://help.salesforce.com/s/articleView?id=000385066&amp;type=1&amp;language=en_US" target="_blank">Convert
                      a 15-character Id to an 18-character Id</a>.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">CallCenterId </td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 ">
                  <p>Call center
                    ID
                    as defined in Salesforce. </p>
                  <p style="margin-bottom:0;">To get the Salesforce contact center
                    ID for the users in a contact center, in Setup, search for Contact Center, click
                    <strong class="uicontrol">Amazon Contact Centers</strong>, and select the contact center
                    name. Get the 18-character ID from the URL—it’s after
                    <code>/ServiceVoiceContactCenters/</code> in the URL.
                  </p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">DeveloperName </td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 ">
                  <p>Unique developer name for the CallCenterRoutingMap object. Use this format for
                    the developer name:
                    <code>User_[SalesforceUserId]_[SalesforceContactCenterId]</code>.
                  </p>
                  <p>DeveloperName
                    is a combination of three values:</p>
                  <ul>
                    <li>User_ — User with an underscore(_)</li>

                    <li>User ID — 15-digit Salesforce user ID converted to 18-digit ID</li>

                    <li>CallCenterId — The Salesforce contact center ID for the users in this contact
                      center</li>

                  </ul>
                  <p style="margin-bottom:0;">For details on how to get the user ID, see <a href="https://help.salesforce.com/s/articleView?id=000381643&amp;type=1&amp;language=en_US" target="_blank">Find the Salesforce ID for a User or
                      Profile</a>.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">
                  <p>QuickConnect </p>
                  <p style="margin-bottom:0;">(Amazon Connect only)</p>
                </td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 ">
                  <p>Unique ID for Amazon Connect quick connect. </p>
                  <p style="margin-bottom:0;">To get this ID, go to the Quick
                    Connect page in your Amazon Connect instance and select the quick connect you want
                    to map. In the URL, copy the ID value, such as:
                    <code>1667231e-41b6-b14a-d65e00cadec1</code>.
                  </p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">MasterLabel</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 ">
                  <p>Label for the CallCenterRoutingMap object. </p>
                  <p style="margin-bottom:0;">This value is the 18-digit
                    Salesforce user ID. For details, see <a href="https://help.salesforce.com/s/articleView?id=000385066&amp;type=1&amp;language=en_US" target="_blank">Convert a 15-character Id to an 18-character
                      Id</a>.</p>
                </td>

              </tr>
            </tbody>
          </table>

## Import the CSV into the CallCenterRoutingMap Salesforce Object

To add the user mappings in the CSV file to Salesforce, import the CSV into the CallCenterRoutingMap Salesforce object. You can use your preferred tool to import the CSV, including Salesforce Bulk API and Postman.

If you use a REST API tool to load the CSV records, use the POST method on this endpoint:

```
<Salesforce_org_instance>/services/data/v50.0/sobjects/CallCenterRoutingMap/
```

You must have Edit access on the CallCenterRoutingMap object to add records to it.