Service Cloud Voice Implementation Guide

Overview
Examples of Common Use Cases
Pass Data from the IVR System
Link Case to Voice Call Record
Transfer to SMS in the IVR
Give Customers the Option to Request a Callback
Retry CTR Sync for VoiceCall Records
Examples from Amazon Connect
Contact Flows
Lambda Functions
Telephony Integration REST API
Connect API to Update Transcripts
Toolkit API
Limits and Scaling
PDF

Newer Version Available

This content describes an older version of this product. View Latest

Examples from Amazon Connect

Review Service Cloud Voice implementation examples created by Amazon Connect’s solutions team. The examples cover scenarios such as voicemail setup and external line routing for agents.
For more examples, see the Amazon Connect Campground for Service Cloud Voice in GitHub.

Salesforce does not maintain the examples provided by Amazon Connect.

Note

  • Voicemail Express: Provides a basic voicemail capability for Service Cloud Voice. With Voicemail Express, customers can leave a voicemail for an agent or queue. The voicemail is stored in an S3 bucket as a .wav file, a transcription of the voicemail is created, and a new case is created in Salesforce that contains the transcription, a link to the recording, and a clickable callback number.
  • Follow Me Routing: Provides an option that allows agents to flag themselves as available using an external phone number. When customers call specifically for that agent, the call is redirected to their external line.