VoiceCall Record

The VoiceCall object represents a call in Service Cloud Voice. The VoiceCall object is created automatically for every call delivered to the omni-softphone.

• Every time a call is connected, the corresponding Voice Call record is created and automatically appears as a pop-up to the relevant user in Salesforce. When the call ends, this Voice Call record is updated with new data about the call.

• Once the Voice Call page is opened, the Salesforce record (Contact or lead, etc.) that matches the customer’s phone number or unique ID is opened as a sub-tab to the Voice Call record. These are controlled by the workflow configurations in Acqueon Workspace’s Salesforce admin.

• If you configure additional objects like a Task to be opened for every call, the Task is also opened as a sub-tab to the Voice Call record.

• If you close the Voice Call record tab during an active call, you get a pop-up message as below. You can choose to either end the call or cancel and continue with the call. If you click ‘End call’, the active call gets disconnected, and you are moved to ‘Available’ state to take the next call.

  

• If you close the Voice Call record tab in the ACW state, you are moved to the ‘Available’ state to take the next call.

• If you close the Voice Call record tab after the expiry of the ACW timer, no state change happens as you are already in the ‘Available’ state or moved to a different state.

WhoID and WhatID Mapping

• Acqueon Workspace helps link the Salesforce record and Voice call record by linking the WhoID or WhatID in the ‘Related Record’ field in the Voice call record.

• WhoID - This, in Salesforce, refers to people things, typically a Lead ID or a Contact ID. The WhoID represents a human such as a lead or a contact.

• WhatID - This, in Salesforce, refers to object type things, typically an Account ID or an Opportunity ID. The WhatID represents nonhuman objects such as accounts, opportunities, and cases.

• When the call starts, the Voice Call record is automatically created by Salesforce and opens as a separate tab in Sales/Service console.

• When a new record or lead or account or opportunity is opened as per the configurations in the workflow, the record name is automatically tagged in the ‘Related Record’ field in the Voice Call record.