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CallCenterRoutingMap

Stores a mapping between a user or queue in a Salesforce org to a user or queue in an external system’s call center. This object is available in API version 53.0 and later.

Supported Calls

create(), delete(), describeSObjects(), query(), retrieve(), update(), upsert()

Special Access Rules

Access to standard objects requires Salesforce admin privileges or the Customize Application permission.

Access to call center routing map records requires Salesforce Voice Contact Center Admin, Salesforce Voice Contact Center Admin (Partner Telephony), Salesforce Voice Contact Center Supervisor, or Manage Call Centers permission.

Fields

Field	Details
CallCenterId	Type reference Properties Create, Filter, Group, Sort, Update Description Reference to a call center. This is a relationship field. Relationship Name CallCenter Relationship Type Lookup Refers To CallCenter
DeveloperName	Type string Properties Create, Filter, Group, Sort, Update Description The developer name is a combination of the Salesforce user ID or queue name, and the call center ID, with an underscore between these two values. `[SALESFORCE_USER_ID]_[CALL_CENTER_ID]` `[SALESFORCE_QUEUE_NAME]_[CALL_CENTER_ID]`
ExternalId	Type string Properties Create, Filter, Group, Sort, Update Description Unique identifier for the external system’s user or queue.
Language	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The language of the MasterLabel.
MasterLabel	Type string Properties Create, Filter, Group, Sort, Update Description The master label of the CallCenterRoutingMap.
QuickConnect	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The Amazon Connect QuickConnectId ARN used to determine agent availability for Omni-Channel call transfers. Available in API version 56.0 and later. This is a polymorphic relationship field.
ReferenceRecordId	Type reference Properties Create, Filter, Group, Sort, Update Description Lookup field to a Salesforce user or queue. This is a polymorphic relationship field. Relationship Name ReferenceRecord Relationship Type Lookup Refers To Group, User

Object Reference for the Salesforce Platform

CallCenterRoutingMap

Supported Calls

Special Access Rules

Fields