Service Cloud Voice Developer Guide

Overview
REST API
Lambda Functions for Amazon Connect
Limits and Scaling
Org Limits
Customer Example
Best Practices for Error Handling
Monitor Transcription-Related Limit Errors
Concurrent Call Limit Errors
Monitor VoiceCall Limit Errors
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Monitor Transcription-Related Limit Errors

When your org exceeds the transcription limit, utterances are no longer transcribed. Track when your org hits the transcription limit by using a contact attribute on the kvsTranscriber Lambda function in the contact flows.

When the kvsTranscriber Lambda function encounters a transcription error, it writes an error message to the sf_realtime_transcription_status__c contact attribute. When the call ends, the CTR Sync Lambda function looks for the contents of the sf_realtime_transcription_status__c attribute and passes the error message to a custom field on the Voice Call record in Salesforce. You can search or report on the custom field value to see the Voice Call records where the transcription failed.

Follow these high-level steps to create a custom field and to modify the contact attribute:

  1. In Salesforce, create a custom field called sf_realtime_transcription_status__c.
  2. In AWS, navigate to AWS Lambda.
  3. Rename your contact attribute. For example, sf_realtime_transcription_status__c.