Synchronize call attributes with Salesforce VoiceCall records for CX Cloud from Genesys and Salesforce

Note: This article applies to CX Cloud, Voice for Salesforce Service Cloud.

The CX Cloud from Genesys and Salesforce integration provides the option to synchronize call attributes with Salesforce VoiceCall records for both inbound and outbound voice calls. Synchronizing voice call fields allows you to store any call attributes on Salesforce VoiceCall records.

Lightning Experience does not allow CX Cloud from Genesys and Salesforce to save call attributes to fields that the Salesforce user does not have access to. For example, if you configure CX Cloud from Genesys and Salesforce to save the queue name to a custom field and the custom field is not visible to agents, then Salesforce does not save the queue name to the custom field in the reports.

To configure the synchronization of attributes with Salesforce VoiceCall records:

For each call attribute that you would like to map, create a custom field in Salesforce on the VoiceCall object. See Create Custom Fields in the Salesforce documentation.
Map the custom field to the VoiceCall attribute. See Genesys Cloud Conversation Field Mapping.
The integration can map any VoiceCall attribute that you set before the call leaves the agent’s queue for Salesforce.

Call attributes

Use the following attributes:

Attribute	Interaction Type	Data Type	Description
Conversation.Ani	Call, callback	String	Phone number of the caller.
Conversation.CalledNumber	Call, callback	String	Phone number dialed (DNIS or SIP addresses for queues).
Conversation.ConversationId	Call, callback	String	Interaction ID.
Conversation.Internal	Call, callback	Boolean	Indicates whether the call is internal interaction.
Conversation.QueueName	Call, callback	String	Name of the queue that the interaction routes to or from.
Conversation.RemoteName	Call, callback	String	Remote name for the active interaction.
Conversation.UUIData	Call, callback	String	Data received from inbound calls or sent with outbound calls. For more information, see About User to User Information (UUI) and the IETF UUI specification.
Conversation.ParticipantPurpose	Call, callback	String	Participant type of the interaction.
Conversation.TotalAcdTime	Call, callback	Number	Total time in seconds that an interaction spends being routed to an agent. Does not include IVR time. Example scenario: An interaction spends 30 seconds in an initial queue before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in a queue before a tier-two agent picks up the interaction. TotalAcdTime: 90 seconds.
Conversation.TotalIvrTime	Call, callback	Number	Total time in seconds that an interaction spends in an IVR before being connected to an agent. Includes secure IVR time. Does not include ACD time. Example scenario: An interaction spends 30 seconds in an initial IVR flow before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in an IVR flow before a tier-two agent picks up the interaction. TotalIvrTime: 90 seconds.
Participant.{CustomFieldName}	Call, callback	String	Custom field name that is assigned by using the Set Participant Data action in an Architect flow. For more information, see Set Participant Data action.

Default fields on Salesforce VoiceCall object

Field Name	Details
CallAcceptDateTime	This field represents the date and time (in UTC) when the call was accepted by an agent.
CallCenterId	This field represents the unique ID of the call center (CallCenter Id) where the activity took place.
CallDisposition	The status of the phone call. Possible values are: new – The VoiceCall record has been created. in-progress – The call has been accepted (or, for outbound messages, initiated) by an agent. completed – The call has ended. This includes calls that are transferred. (If a call is transferred, another voice call record is created to track the state of the transferred call.) If After Conversation Work (ACW) is enabled, that work begins after the call has completed.
CallDurationInSeconds	The total duration (in seconds) of the call.
CallEndDateTime	The date and time (in UTC) when the call ended.
CallerId	This field represents the unique ID of the participant who initiated the call. If “Match Callers to End User Records” is enabled in Lightning Experience, the value will be null and the EndUserId field is used instead to determine the end user associated with this voice call.
CallResolution	The resolution outcome of the call. The default value is ‘Resolved’, meaning the call has been resolved.
CallStartDateTime	The date and time (UTC) when the call started.
CallType	The possible values for Service Cloud Voice are: Callback Inbound InternalCall Outbound Transfer
ConversationId	This field represents the unique ID of the conversation. This field is only available if call monitoring is enabled. Note: This field is different than the ConversationId in Genesys Cloud.
EndUserId	If “Match Callers to End User Records” is enabled in Lightning Experience, this field represents the unique ID of the messaging end user (MessagingEndUser Id) associated with this voice call. This is a relationship field.
FromPhoneNumber	The phone number of the user who initiated the call.
LastReferencedDate	The date and time (in UTC) when the current user last viewed a record related to this voice call.
LastViewedDate	The date and time (in UTC) when the current user last viewed this voice call. If this record was only referenced (LastReferencedDate), this value will be null.
NextCallId	This field represents the unique ID of the next call if the call was transferred to another agent. If a transfer or callback didn’t occur, this value will be null.
OwnerId	The unique ID of the user who owns the phone number.
PreviousCallId	This field represents the unique ID of the previous call if the call was transferred from another agent. If a transfer or callback didn’t occur, this value will be null. This is a relationship field.
RecipientId	This field represents the unique ID of the participant who received the call. If “Match Callers to End User Records” is enabled in Lightning Experience, this value will be null and the EndUserId field is used instead to determine the end user associated with this voice call. This is a relationship field.
ToPhoneNumber	The recipient of the phone call. For inbound, transfer, and callback calls, this value is the agent’s number. For outbound calls, this value is the customer’s number.
UserId	The unique ID of the Salesforce user who initiates an outbound call or accepts an inbound call. If no one takes the call, this value defaults to null. This is a relationship field.
VendorCallKey	This value is a compound ID formed by two UUIDs separated by a colon. The first UUID is a unique ID of the system. The second part is the Genesys Cloud ConversationId.
VendorType	This field is always set to ‘ContactCenter’.