The Aircall Voice Object (AVO) is a multi-relational custom object that stores your call data in Salesforce. It can be related to any Contact, Lead, or Account record, and can be used to build reports and dashboards that measure your team's success with Voice.
Important: The Aircall Voice Object is only available in Aircall for Sales Engagement.
Calls and tasks
In addition to logging to the Aircall Voice Object, calls will also log to a Task.
You can learn more about Task logging in our article Salesforce call logging fields.
From an AVO record, you can view related Tasks by clicking Related.
This relationship allows calls to be associated with Deals and Cases.
Field Descriptions
Below is a description of each field available on the Aircall Voice Object.
| Field name | Description | Additional details / values |
|---|---|---|
| Aircall Voice Number | A unique identifier for this Salesforce AVO record. | Different from Aircall Call I.D. (CallID). |
| Owner | The owner of this AVO record. | Standard Salesforce record owner. |
| Call Start Date/Time | The date and time the call started in the agent's timezone. | "Started" means when the call was placed by the caller, not when it was connected. See Call Answered Date/Time for connection time. |
| Call End Date/Time | The date and time the call was disconnected in the agent's timezone. | Reflects when the call ended. |
| Call Type | Indicates the direction of the call. | Possible values: Inbound, Outbound. |
| Detailed Call Type | A more granular categorization of the call. | Possible values: Inbound Answered, Missed Call, Outbound Answered, Outbound Unanswered. |
| Aircall Number | The Aircall telephone number that made or received the call. | Internal Aircall line used for the call. |
| Is Missed Call? | Checkbox indicating whether the call was missed or connected. | Checked when the inbound call was missed. |
| External Contact Phone Number | The phone number of your external contact. | The customer or external party's number. |
| Has Connected? | Checkbox indicating whether the call was connected. | Checked when the call connects to either a voicemail or a real person. |
| Answered By | The user who answered an inbound call. | Populated with the agent's name when the inbound call is received. |
| IsVoicemail? | Checkbox indicating whether a voicemail was left. | Checked when an inbound caller leaves a voicemail. |
| Call Answered Date/Time | The date and time the external contact is connected to an agent using Aircall. | May differ from Call Start Date/Time if there was a delay before the call was answered. |
| Call UUID | Universally Unique ID used to identify a call. | A 128 bit label used to identify your call when troubleshooting with Support. For more information, please see Collecting Call Examples (UUID/ID) |
| Call Recording/Voicemail | Link to the related call recording or voicemail. | Opens the Aircall Dashboard where the recording will play. |
| Call Resolution | The call resolution for Salesforce Sales Engagement. | Will be blank if Sales Engagement was not used for that call. |
| Made By | The Aircall user who placed or received the call. | Identifies the agent associated with the call. |
| Country | The country associated with the external caller's number. | Based on the external contact's phone number. |
| CallID | The unique Aircall Call I.D. | Used by the Aircall Support team to help with troubleshooting. |
| Hour in Timezone | The time in the timezone of the external caller. | May differ from Call Start or Call Answered times if your Salesforce instance uses a different timezone. |
| Number Name | The name of the Aircall line. | Configured in the Aircall Dashboard. |
| Handle Time (Seconds) | The total handle time in seconds. | Sum of Call Duration and Waiting Time. Only applicable to answered inbound calls. |
| Connection Status | Indicates whether the call was connected or not. | Possible values include Connected and Unconnected. |
| Missed Call Reason | Explains why an inbound call was missed. | Possible values: out of opening hours, short abandoned, abandoned in IVR, abandoned in classic, no available agent, agent did not answer. |
| Transferred To | The second agent's name when a call is transferred. | Shows the name of the agent the call was transferred to. This is an upcoming feature and is not available as of today. |
| Timezone | The agent's timezone. | Example: UTC -6 is Central Time. |
| Call Tags | Tags applied to the call in Aircall. | Displays the same tags configured in Aircall. |
| Waiting Time | Total amount of time the caller spent on hold after entering the IVR and before being answered. | Expressed in seconds. |
| Call Summary | AI generated summary of the call. | For customers leveraging Aircall AI. Logged after the end of the call. Only for calls longer than 2 minutes, and may take some time to appear depending on call duration. |
| Key Topics | AI generated key topics for the call. | For customers leveraging Aircall AI. Topics are logged separated by semicolons. |
Aircall Status
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