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            Connect Related Voice Calls When Using SIP

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            Connect Related Voice Calls When Using SIP

            If you’re a Salesforce Voice with Telephony Providers customer, Salesforce can create multiple voice call records for the same conversation. When an incoming call transfers to an Agentforce agent via SIP, Salesforce creates a separate voice call record for that leg of the call. As a result, you have two voice call records for this conversation. To view of the entire conversation with the customer, connect the Initial voice call record (VC1) and the Agent voice call record (VC2).

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.

            To enable Salesforce to connect the VC1 and VC2 records, pass the VC1 ID into the callid parameter of the UUI header when you transfer a call to the agent. If the parameter isn’t available, the voice call records aren’t connected.

            See Also

             
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            Salesforce Help | Article