Genesys Cloud - Main

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!

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!

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:

1. 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.

2. 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.

3. 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!

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!

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.

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:

1. 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.

2. 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.

3. 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!

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!