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  • 1.  When does SCV create a VoiceCall in Genesys Cloud ?

    Posted 13 hours ago

    Hi everyone,
    I'm working with Genesys Cloud CX integrated with Salesforce Service Cloud Voice and I have two related questions:

    1. At what exact point is the Voice Call record created?

      • Is it created by Omni-Channel in Salesforce or by Genesys Cloud CX?

      • Is it created when the voice call connects to an agent, or earlier?

    2. Is it possible to create the VoiceCall at the start of the IVR?

      • And immediately receive back the VoiceCall ID, so that we can use it later to update custom fields on the VoiceCall as the call progresses?

    I need to know whether it's feasible to initiate the voice call record early (e.g., at IVR entry) and then push updates into custom VoiceCall fields during the call flow.

    Thanks in advance for your help!


    #API/Integrations

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    Ragheb Gmira
    Solution Consultant
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  • 2.  RE: When does SCV create a VoiceCall in Genesys Cloud ?

    Posted 7 hours ago

    Hello Ragheb,

    Good question.  Hopefully someone in the community with good experience of Genesys Cloud CX integrated with Salesforce Service Cloud Voice and can answer these questions.

    In the meantime I will look into it.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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