Genesys Cloud - Main

Hello,

We are using Genesys CX with Salesforce Voice and we noticed unexpected behavior when a VoiceCall record is created for an inbound call.

For inbound calls:

• The field ToPhoneNumber is populated with the queue name.
• The field QueueName remains empty.

However, we expected the following:

• ToPhoneNumber should contain the phone number dialed by the customer.
• QueueName should contain the name of the queue that handled the call.

Example:

• Customer calls +33 1 23 45 67 89
• Call is routed to queue "Support France"

Expected result:

• ToPhoneNumber = +33 1 23 45 67 89
• QueueName = Support France

Actual result:

• ToPhoneNumber = Support France
• QueueName = empty

We use these fields for reporting, routing analysis and Salesforce automations, so this behavior creates issues in our implementation.

Has anyone else seen this behavior? Is this the expected behavior in Salesforce Voice with Genesys CX, or is there a specific configuration required to populate these fields correctly?

Thank you.

#API/Integrations

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Ragheb Gmira
Consultant IT
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Hello Ragheb,

It seems like the mapping of the objects is incorrect: Synchronize call attributes with Salesforce VoiceCall records for CX Cloud from Genesys and Salesforce 

If you believe the mapping to be correct, then I would raise a case with Genesys Product Support with example interaction IDs so that they can check what is being passed across

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 04-09-2026 02:07
From: Ragheb Gmira
Subject: SCV : VoiceCall Fields Incorrectly Populated for Inbound Calls

Hello,

We are using Genesys CX with Salesforce Voice and we noticed unexpected behavior when a VoiceCall record is created for an inbound call.

For inbound calls:

• The field ToPhoneNumber is populated with the queue name.
• The field QueueName remains empty.

However, we expected the following:

• ToPhoneNumber should contain the phone number dialed by the customer.
• QueueName should contain the name of the queue that handled the call.

Example:

• Customer calls +33 1 23 45 67 89
• Call is routed to queue "Support France"

Expected result:

• ToPhoneNumber = +33 1 23 45 67 89
• QueueName = Support France

Actual result:

• ToPhoneNumber = Support France
• QueueName = empty

We use these fields for reporting, routing analysis and Salesforce automations, so this behavior creates issues in our implementation.

Has anyone else seen this behavior? Is this the expected behavior in Salesforce Voice with Genesys CX, or is there a specific configuration required to populate these fields correctly?

Thank you.

#API/Integrations

------------------------------
Ragheb Gmira
Consultant IT
------------------------------