Call Center Edition API Reference
The API provides access to information about computer telephony integration (CTI) call centers with the
describeSoftphoneLayout call. You must have the CTI Integration 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:
Description Topic
Call Center object description, including fields and usage. CallCenter
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.
AdditionalNumber
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:
Description Field Properties Field Type Field Name Object Name
Represents the result of a given call, for example, "we'll call back," or "call unsuccessful." Limit is 255 characters. Create (Task only) Filter string CallDisposition OpenActivity ActivityHistory Task
For the Task object, corresponds to the Salesforce user interface label Call Result. Nillable
You can also create and update values for this field in Task.
Update (Task only)
Duration of the call in seconds. Create (Task only) Filter int CallDurationInSeconds OpenActivity ActivityHistory Task
For Task, you can also create and update values for this field.
Nillable Update (Task only)
Description Field Properties Field Type Field Name Object Name
Name of a call center. Limit is 255 characters. Filter
Nillable string
CallObject
OpenActivity
ActivityHistory For Task, you can also create and update
values for this field. Update
(Task only) Task
The type of call being answered: Inbound, Internal, or Outbound. Create (Task only) Filter picklist CallType OpenActivity ActivityHistory
Task For Task, you can also create and update
values for this field. Nillable
Restricted picklist Update
The unique identifier for the call center associated with this user.
Create Filter Nillable reference CallCenterId User Update
Indicates whether a user will be automatically logged in to a call center when logging in to Create Update boolean UserPermissionsCall CenterAutoLogin User
the Salesforce application (true) or not
(false).
describeSoftphoneLayout
Retrieves layout information for a Call Center Edition SoftPhone. Syntax
DescribeSoftphoneLayoutResult[] = sfdc.describeSoftphoneLayout();
Usage
Use this call to obtain information about the layout of a SoftPhone. Use only in the context of Call Center Edition; do not call directly from client programs.
Arguments
This call does not take any objects. Response
The response is a DescribeSoftphoneLayoutResult object:
Description Type
Name
A set of attributes that associated with each allowed call type. A call type may be Inbound, Outbound, or Internal.
string CallType
ID of layout. Note that layout objects are not exposed via the API. ID
id
Name of the call type: Inbound, Outbound, or Internal. string
name
CallType
Each describeSoftphoneLayoutResult object contains one or more call types: Description
Type Name
The name of an information field in the SoftPhone layout that does not correspond to a Salesforce object. For example, caller ID may be specified in an information field. Information fields hold static information about the call type.
name
infoFields (may be
more than one)
Name of the layout. string
name
A set of object names and the corresponding item name in the SoftPhone layout, one section for each object in a call type.
string Sections
Sections
Each call type returned in a describeSoftphoneLayoutResult object contains one section for each call type. Each section contains object-item pairs:
Description Type
Name
The name of an object in the Salesforce application that corresponds to an item displayed in the SoftPhone layout, for example, a set of accounts or cases.
string
entityApiName
The name of a record in the Salesforce application that corresponds to an item displayed in the SoftPhone layout, for example, the Acme account.
string
itemApiName
CallCenter
This object represents a call center, which is a logical representation of a single computer telephony integration (CTI) system instance in an organization.
Supported Calls
cCreate, qQuery, rRetrieve, describeSObject, describeSObjects Special Access Rules
Customer Portal users cannot access this object.
Fields Description Field Properties Field Type Field
System field that contains the ID of the user who created this call center.
Defaulted on create Filter reference
CreatedById
System field that contains the date and time that this call center was created.
Defaulted on create Filter dateTime
CreatedDate
System field that uniquely identifies this call center. Label is Call Center ID. This ID is created automatically when the call center is created.
Defaulted on create Filter ID
Id
The internal name of the call center. Create Filter string InternalName Limit is 255 characters. Nillable
System field that contains the ID of the user who last modified this call center.
Defaulted on create Filter reference
LastModifiedById
System field that contains the date and time this call center was last modified.
Defaulted on create Filter dateTime
LastModifiedDate
The name of the call center. Create Filter string Name Limit is 80 characters. idLookup
System field that contains the date and time that this call center was last modified by a user or a workflow process. Defaulted on create Filter dateTime SystemModstamp Usage
Create a call center or query an existing call center.
AdditionalNumber
This object represents an optional additional number for a call center. This additional number is visible in the call center's phone directory.
Supported Calls
cCreate, qQuery, rRetrieve, describeSObject, describeSObjects
Special Access Rules
Customer Portal users cannot access this object. Fields Description Field Properties Field Type Field
System field that contains the ID of the user who created the call center associated with this additional number. If value is Create
Filter reference
CallCenterId
null, this additional number is displayed in every call center's phone directory.
Nillable Update
System field that contains the ID of the user who created the call center associated with this additional number.
Defaulted on create Filter reference
CreatedById
System field that contains the date and time that the call center associated with this additional number was created. Defaulted
on create Filter dateTime
CreatedDate
Description of the additional number, such as Conference Room B. Create Filter string Description Limit: 255 characters. Nillable Update
ID that uniquely identifies this call center. Label is Additional Directory Number ID.
Defaulted on create Filter ID
Id
Indicates whether the additional number has been deleted (true) or not (false).
Create Filter boolean
IsDeleted
Nillable Label is Deleted.
System field that contains the ID of the user who last modified this additional number.
Defaulted on create Filter reference
LastModifiedById
System field that contains the date and time this additional number was last modified.
Defaulted on create Filter dateTime
LastModifiedDate
The name of the additional number. Create Filter string Name Limit: 80 characters. idLookup AdditionalNumber
Description Field
Properties Field Type
Field
The phone number that corresponds to this additional number. Create Filter phone Phone Update
System field that contains the date and time that this additional number was last modified by a user or a workflow process. Defaulted on create Filter dateTime SystemModstamp Usage
Create an additional number for a call center directory. Use this object if the number is not easily categorized as a User, Contact, Lead, Account, or the other object. Examples include phone queues or conference rooms.