If only this were true... "scv_externalObjectId" does not appear on every interaction. Remove Scripter and you will see, once it is gone and the person never uses it, "scv_externalObjectId" will not always appear. I think it must always be present and preserved. It changed whenever an agent does a transfer or consult. Why can't we have it on a consistent bases and not have it change. Like create a new one key value for the transfers for all I care but let us keep the original and let it always be present.
Original Message:
Sent: 05-12-2026 11:50
From: Roman Vondracek
Subject: When does SCV create a VoiceCall in Genesys Cloud ?
You can find the Voice Call Record object ID in participant data of interaction, starts with 0LQ. The key is "scv_externalObjectId"
It's automatically pushed by the Service Cloud as part of "handshake" during Voice Call record creation
for example you can retrieve the VC Record ID in Workflow flow using get conversation data, you need participant ID and Interacition ID
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Roman Vondracek
Technical Architect
Original Message:
Sent: 05-11-2026 21:05
From: James Sanders
Subject: When does SCV create a VoiceCall in Genesys Cloud ?
Does anyone know where the Voice Call Record ID is stored inside of Genesys? Genesys is creating it and should get the ID back. It is important we have that ID so that we can perform pos-call actions.
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James Sanders
Principal Infrastructure Design Engineer
Original Message:
Sent: 04-13-2026 03:12
From: Prateek Sethi
Subject: When does SCV create a VoiceCall in Genesys Cloud ?
Hello @Mario Zoske,
Sorry for the late reply, Genesys is partially supporting it but still need some custom work to be done to achieve the integration. You can find some documentation around this on salesforce support site. Configure Telephony Vendor Settings for Call Routing and Escalation
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Prateek Sethi
Original Message:
Sent: 03-04-2026 02:30
From: Mario Zoske
Subject: When does SCV create a VoiceCall in Genesys Cloud ?
Hi @Prateek Sethi,
Thanks for clarifying. Does that mean that Genesys is already set up for that? Agentforce Voice is pretty new. I was just wondering when the VoiceCall record is created and what the preconditions are. We don't currently use Agentforce Voice.
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Mario Zoske
n/a
Original Message:
Sent: 03-03-2026 05:12
From: Prateek Sethi
Subject: When does SCV create a VoiceCall in Genesys Cloud ?
Hello Mario,
On your point 2, its not entirely valid now. For Agentforce voice, salesforce expect us to create a voice call record in the IVR first and then initiate the transfer more details here. https://help.salesforce.com/s/articleView?id=ai.agent_recommended_call_flow.htm&type=5.
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Prateek Sethi
Original Message:
Sent: 02-27-2026 02:45
From: Mario Zoske
Subject: When does SCV create a VoiceCall in Genesys Cloud ?
Hi Ragheb,
To answer your questions from an architectural perspective, BUT NOT A PRO (so feel free to challange):
1. At what exact point is the Voice Call record created? As you suspected, the VoiceCall record is not created at the start of the IVR. It is created by the integration (via the Salesforce Service Cloud Voice Telephony API) right as Genesys routes and delivers the interaction to the agent. Because Genesys is handling the routing (BYOT routing), Salesforce waits for the routing event to generate the VoiceCall record and the associated Omni-Channel work item for the screen pop.
2. Is it possible to create the VoiceCall at the start of the IVR? No, creating the VoiceCall record at the start of the IVR to grab the ID is not supported and goes against the standard SCV lifecycle design.
The Solution: How to update fields based on the IVR flow To achieve your goal of pushing IVR data into custom VoiceCall fields, you don't need the VoiceCall ID early. Instead, you should use the standard data-passing pattern:
In the IVR (Genesys Architect): Collect your data and assign it to the conversation as Participant Data (Key-Value Pairs) using the "Set Participant Data" action.
In Salesforce Setup: Go to your Contact Center settings and map those specific Genesys Participant Data keys to your Custom Fields on the VoiceCall object.
The Result: When the call is routed to the agent and the VoiceCall record is automatically created, the integration will natively read the Participant Data from Genesys and stamp those values directly onto your custom fields upon creation.
Further Enrichment & Best Practices: If you need to further enrich the VoiceCall record once it's created, you can use Salesforce Flows or Apex triggers. A word of caution: Stick to "Fast Field Updates" (Before-Save Flows). Avoid After-Save Flows on the VoiceCall creation event, as this can cause record-locking and resilience issues during the critical routing and screen-pop phase!
Lastly, if you need context from Salesforce while the customer is still in the IVR (e.g., to make routing decisions), use the Genesys Cloud Salesforce Data Actions within your Architect flow to query the Salesforce API in real-time.
Hope this helps clarify the architecture and I hope this is all correct!
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Mario Zoske
n/a
Original Message:
Sent: 02-26-2026 05:38
From: Ragheb Gmira
Subject: When does SCV create a VoiceCall in Genesys Cloud ?
Hi everyone,
I'm working with Genesys Cloud CX integrated with Salesforce Service Cloud Voice and I have two related questions:
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?
Is it possible to create the VoiceCall at the start of the IVR?
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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