Integrate Incoming Voice Call Creation

For inbound calls, when the telephony system receives the incoming call and prepares to route the call to a rep, the telephony system can invoke Salesforce Voice REST APIs to create the essential Voice Call record to represent the conversation.

You can use following REST endpoint: https://{org_domain_name}.my.salesforce-scrt.com/telephony/v1. For org_domain_name, specify the value as defined in Set Up Single Sign-On.

The Salesforce Voice REST APIs use JWT for authorization.

• Salesforce requires that a JWT is signed using RSA SHA256, which uses an uploaded certificate as the signing secret.
• As part of your contact center setup, make sure the call center has been updated with the certificate you generated in Generate a Self-Signed Certificate with OpenSSL. The generated private key is used to sign the JWT bearer token payload.
• Store the private key so you can retrieve it whenever you generate a JWT token.
• The public key is saved in the call center information, whereas the private key is saved on the telephony provider side to sign the JWT bearer token. Ideally, the private key is never exposed on the network and stays on the server where it was generated.

For instructions on setting up authorization, see Telephony Integration REST API Authorization.

Once you have authorization set up, call the Create VoiceCall REST API. Use the callAttributes parameter to ingest Interactive Voice Response (IVR) data into a VoiceCall record.

See Also

• Salesforce Voice with Telephony Providers Implementation Guide: Telephony Integration REST API Authorization
• Salesforce Voice with Telephony Providers Implementation Guide: Create VoiceCall