Sample Voice Call Connection Configuration in Genesys

The steps for connecting a Rep voice call record (VC3) with an Agent voice call record (VC2) vary for each telephony system. This example illustrates how to perform this configuration in Genesys.

1. In Salesforce, create these custom fields on the Salesforce VoiceCall object.

   Agentforce Voice Call ID. This custom string field stores the unique ID of the Initial voice call record (VC1).

   Agentforce Voice Call. This custom lookup field on the Salesforce VoiceCall object stores the ID of the related Agent voice call record (VC 2). This field gives reps easy access to the Agent call record (VC2).

   
2. Add the Agentforce Voice Call custom lookup field to the Voice Call record page layout.
   
3. Configure these settings in Genesys Architect.
   1. In the App Launcher of Genesys Console App, select CX Cloud Genesys Settings.
      
   2. In the Voice for Salesforce Service Cloud box, click Configure.
   3. Select Configure Contact Centers.
      
   4. To link VC1 with VC3 by using the participant data, populate the Agentforce Voice Call ID field with VC1 ID in a conversation field mapping. Enter Participant.prevVoiceCallId in the Conversation Attributes field and Agentforce Voice Call ID in the Salesforce Fields field, and then click Save.
      
   5. In Genesys Architect, use the Set Participant Data action in the inbound call flow to synchronize the prevVoiceCallId contact attribute as the ID of the Initial voice call record (VC 1). Later, you use this ID to act as the key to link the subsequent voice call records inside Salesforce.
      
      See Synchronize call attributes with Salesforce VoiceCall records for CX Cloud from Genesys and Salesforce.
4. To connect the Rep voice call record (VC3) and the Agent voice call record (VC2), create a VoiceCall update flow trigger in Salesforce. In the flow, set the Agentforce Voice Call custom lookup field of VC3 to VC2’s ID, using VC1’s ID.

   Before you create the flow trigger, let’s understand how this lookup works. The flow trigger runs when the Rep voice call record (VC3) is created. It uses the ID stored in the Agentforce Voice Call ID custom field on VC3, which is the unique ID of the related Initial voice call record (VC1). To determine the related Agent voice call record (VC2), the flow finds the record where the VoiceCall.previousCallId field matches VC1's ID. After VC2 is found, the flow updates VC3's Agentforce Voice Call custom lookup field to point to VC2, linking the conversations.

   1. Open the Voice Call object in Object Manager.
   2. Click Flow Triggers.
   3. Click New Flow and create the flow trigger.

      

      Here’s a sample flow trigger.

      For more information, see Get Started with Triggered Flows.

   4. To populate the Agentforce Voice Call custom lookup field with the VC2 ID, run the flow trigger when the Rep voice call record (VC3) is created.
      This flow links VC2 and VC3 records by using VC1's ID from VC3's custom field to find VC2. It then populates the Agentforce Voice Call custom lookup field in VC3 with VC2’s ID.

      The resulting Rep voice call record (VC3) in the VoiceCall object has this information.

      ID	Agentforce Voice Call ID	Agentforce Voice Call
      VC3_ID (Rep voice call record ID)	VC1_ID (Initial voice call record ID)	VC2_ID (Agent voice call record ID)