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Types of Voice Call Records
For each incoming call, you can have these types of related voice call records.
| Voice Call Record Type | Description |
|---|---|
| Initial voice call record (VC1) | The telephony provider, usually an IVR, creates this voice call record for each incoming call. |
| Agent voice call record (VC2) | When the call is transferred to an Agentforce agent, by default, Salesforce creates this voice call record and automatically links it to the initial voice call record (VC1). |
| Rep voice call record (VC3) | If the call is then escalated to a human rep and the initial voice call record (VC1) can’t be transferred, a separate rep voice call record (VC3) can be created for that leg of the call. To ensure all three voice call records are connected, VC3 must be linked to either VC1 or VC2. This linking is effective because VC1 and VC2 are already connected automatically. |
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