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CallCenterRoutingMap

Represents the mapping between a user or queue in a Salesforce org to a user or queue in an external system’s call center.

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Important

Parent Type

This type extends the Metadata metadata type and inherits its fullName field.

File Suffix and Directory Location

CallCenterRoutingMap components have the suffix .callCenterRoutingMap and are stored in the callCenterRoutingMaps folder.

Version

CallCenterRoutingMap components are available in API version 52.0 and later.

Special Access Rules

This type requires Contact Center Admin, Contact Center Admin (Partner Telephony), Contact Center Supervisor, or Manage Call Centers permission.

Fields

Field Name	Description
callCenter	Field Type string Description Required. Reference to a call center.
developerName	Field Type string Description Required. The developer name is a combination of the Salesforce user ID or queue name, and the `callCenter` value, with an underscore between these two values. `[SALESFORCE_USER_ID]_[CALL_CENTER]` `[SALESFORCE_QUEUE_NAME]_[CALL_CENTER]`
externalId	Field Type string Description Required. Unique identifier for the external system’s user or queue.
masterLabel	Field Type string Description Required. The master label of the CallCenterRoutingMap.
quickConnect	Field Type string Description The Amazon Connect QuickConnectId ARN used to determine agent availability for Omni-Channel call transfers. Available in API version 56.0 and later.
referenceRecord	Field Type string Description Required. Lookup field to a Salesforce user or queue.

Declarative Metadata Sample Definition

The following is an example of a CallCenterRoutingMap component.

1<?xml version="1.0" encoding="UTF-8"?>
2<CallCenterRoutingMap xmlns="http://soap.sforce.com/2006/04/metadata">
3    <callCenter>ExampleCallCenter</callCenter>
4<developerName>User_001ABC00000FjYIIA0_04vZ6000000Cagl</developerName>
5<externalId>arn:aws:connect:ap-northeast-1:484907484500:instance/examplestring-9c18-4aa5-b5fe-cda6f34d99a0/agent/a69f7afe-5b04-4aa8-b5ee-108a84d0f504</externalId>
6    <masterLabel>001ABC00000FjYIIA0</masterLabel>
7    <referenceRecord>example.d2b87b8182fa@salesforce.com</referenceRecord>
8</CallCenterRoutingMap>

The following is an example package.xml that references the previous definition.

1<?xml version="1.0" encoding="UTF-8"?>
2<Package xmlns="http://soap.sforce.com/2006/04/metadata">
3    <types>
4        <members>User_001ABC00000FjYIIA0_04vZ6000000Cagl</members>
5        <name>CallCenterRoutingMap</name>
6    </types>
7    <version>64.0</version>
8</Package>

Wildcard Support in the Manifest File

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.

Metadata API Developer Guide