You are here:
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:
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony
- Service Cloud 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.
Generate the Call Center Routing Map with Telephony User Information
Learn what to include for each field in the CallCenterRoutingMap object.
roleSessionName attribute format defined
in your contact
center’s
SSO connected app. For example: $User.Alias +
@ + $User.Id
+ @ + Organization.Id.| Field Label | Description |
|---|---|
| ExternalId | Username or user login name that uniquely identifies the user in the telephony system. For Amazon Connect, use the service rep's ARN. Find your Amazon Connect instance ID/ARN. |
| ReferenceRecordId | Salesforce user ID that uniquely identifies the user in Salesforce. This value is the 18-digit user ID. For details, see Convert a 15-character Id to an 18-character Id. |
| CallCenterId | Call center ID as defined in Salesforce. To get the Salesforce contact center
ID for the users in a contact center, in Setup, search for Contact Center, click
Amazon Contact Centers, and select the contact center
name. Get the 18-character ID from the URL—it’s after
|
| DeveloperName | Unique developer name for the CallCenterRoutingMap object. Use this format for
the developer name:
DeveloperName is a combination of three values:
For details on how to get the user ID, see Find the Salesforce ID for a User or Profile. |
QuickConnect (Amazon Connect only) |
Unique ID for Amazon Connect quick connect. 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:
|
| MasterLabel | Label for the CallCenterRoutingMap object. This value is the 18-digit Salesforce user ID. For details, see Convert a 15-character Id to an 18-character Id. |
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.
