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使用 SIP 或动态路由时连接相关语音呼叫
如果您是具有电话服务提供商的 Salesforce 语音客户,Salesforce 可以为同一对话创建多个语音通话记录。例如,当传入呼叫通过 SIP 或动态路由转移到 Agentforce 客服人员时,Salesforce 会为该呼叫段创建单独的语音呼叫记录。如果客服人员将呼叫转移到代表,Salesforce 可以创建第三个语音呼叫记录。要查看与客户的整个对话,请连接这些相关的语音通话记录。

使用更普遍的搜索词。
选择更少的筛选器,并扩大搜索范围。
如果您是具有电话服务提供商的 Salesforce 语音客户,Salesforce 可以为同一对话创建多个语音通话记录。例如,当传入呼叫通过 SIP 或动态路由转移到 Agentforce 客服人员时,Salesforce 会为该呼叫段创建单独的语音呼叫记录。如果客服人员将呼叫转移到代表,Salesforce 可以创建第三个语音呼叫记录。要查看与客户的整个对话,请连接这些相关的语音通话记录。
| 适用于:Lightning Experience |
| 适用于:Enterprise、Unlimited和Developer Editions with Foundations 或 Agentforce 1 Editions 和 Salesforce Voice 加载项。 |
要将初始语音呼叫记录 (VC1) 与客服人员语音呼叫记录 (VC2) 自动连接,请在转移呼叫时将 VC1 ID 传输到 callid 参数。如果您未传递 VC1 ID,语音通话记录将无法连接。
如果在呼叫从客服人员转移到代表时创建第三个语音呼叫记录,请将代表语音呼叫记录 (VC3) 与客服人员语音呼叫记录 (VC2) 连接起来。此过程因电话系统而异。有关详细信息,请参阅Genesys 中语音呼叫连接配置示例。

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