---
schema_version: "1"
id: 2c63cdbb74b8d40a81d52adc1f2f96dd6037927b281389e39a94daf366cbbda0
title: CallCenterRoutingMap
collection: legacydeveloper
version: current
locale: en-us
portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/object_reference/sforce_api_objects_callcenterroutingmap.md
canonical_url: https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_callcenterroutingmap.htm
source_site: developer.salesforce.com
content_type: documentation
content_hash: 196306af912b52181876361139aa059fd221b2399f7e97c2f4596191ea2827d0
description: Stores a mapping between a user or queue in a Salesforce org to a user or queue in an external system’s call center. This object is available in API version 53.0 and later.
---
# CallCenterRoutingMap

Stores a mapping between a user or queue in a Salesforce org to a user or queue in an external system’s call center. This object is available in API version 53.0 and later.

## Supported Calls

create(), delete(), describeSObjects(), query(), retrieve(), update(), upsert()

## Special Access Rules

Access to standard objects requires Salesforce admin privileges or the Customize Application permission.

Access to call center routing map records requires Salesforce Voice Contact Center Admin, Salesforce Voice Contact Center Admin (Partner Telephony), Salesforce Voice Contact Center Supervisor, or Manage Call Centers permission.

## Fields

| Field | Details |
| --- | --- |
| CallCenterId | 
Type

reference

Properties

Create, Filter, Group, Sort, Update

Description

Reference to a call center.

This is a relationship field.

Relationship Name

CallCenter

Relationship Type

Lookup

Refers To

CallCenter



 |
| DeveloperName | 

Type

string

Properties

Create, Filter, Group, Sort, Update

Description

The developer name is a combination of the Salesforce user ID or queue name, and the call center ID, with an underscore between these two values.

- \[SALESFORCE\_USER\_ID\]\_\[CALL\_CENTER\_ID\]
- \[SALESFORCE\_QUEUE\_NAME\]\_\[CALL\_CENTER\_ID\]





 |
| ExternalId | 

Type

string

Properties

Create, Filter, Group, Sort, Update

Description

Unique identifier for the external system’s user or queue.



 |
| Language | 

Type

picklist

Properties

Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update

Description

The language of the MasterLabel.



 |
| MasterLabel | 

Type

string

Properties

Create, Filter, Group, Sort, Update

Description

The master label of the CallCenterRoutingMap.



 |
| QuickConnect | 

Type

string

Properties

Create, Filter, Group, Nillable, Sort, Update

Description

The Amazon Connect QuickConnectId ARN used to determine agent availability for Omni-Channel call transfers. Available in API version 56.0 and later.

This is a polymorphic relationship field.



 |
| ReferenceRecordId | 

Type

reference

Properties

Create, Filter, Group, Sort, Update

Description

Lookup field to a Salesforce user or queue.

This is a polymorphic relationship field.

Relationship Name

ReferenceRecord

Relationship Type

Lookup

Refers To

Group, User



 |