Call Centers and the API

The API provides access to information about computer–telephony integration (CTI) call centers with the describeSoftphoneLayout() call. You must have the CTI feature enabled for your organization. Contact your account representative for assistance.

The API supports limited access to call center-related objects, including being able to create call centers, and create or modify additional numbers for the call center.

Topic	Description
CallCenter	Call Center object description, including fields and usage.
AdditionalNumber	Configuration settings that allow you to add an additional number if it cannot easily be categorized as a user, contact, lead, account, or any other object. Examples include phone queues or conference rooms.

In addition, several fields have been added to existing objects to support call centers. The following fields provide configuration settings for operation of a call center.

Object Name	Field Name	Field Type	Field Properties	Description
OpenActivity ActivityHistory Task	`CallDisposition`	string	Create (Task only) Filter Nillable Update (Task only)	Represents the result of a given call, for example, “we'll call back,” or “call unsuccessful.” Limit is 255 characters. For the Task object, corresponds to the Salesforce user interface label Call Result . You can also create and update values for this field in Task.
OpenActivity ActivityHistory Task	`CallDurationInSeconds`	int	Create (Task only) Filter Nillable Update (Task only)	Duration of the call in seconds. For Task, you can also create and update values for this field.
OpenActivity ActivityHistory Task	`CallObject`	string	Filter Nillable Update (Task only)	Name of a call center. Limit is 255 characters. For Task, you can also create and update values for this field.
OpenActivity ActivityHistory Task	`CallType`	picklist	Create (Task only) Filter Nillable Restricted picklist Update	The type of call being answered: Inbound, Internal, or Outbound. For Task, you can also create and update values for this field.
User	`CallCenterId`	reference	Create Filter Nillable Update	The unique identifier for the call center associated with this user.
User	`UserPermissionsCallCenterAutoLogin`	boolean	Create Update	Indicates whether a user will be automatically logged in to a call center when logging in to the Salesforce application ( `true` ) or not ( `false` ).