Service Cloud Voice Implementation Guide

Overview
Examples of Common Use Cases
Contact Flows
Lambda Functions
How to Use Lambda Functions
InvokeTelephonyIntegrationApi
InvokeSalesforceRestApi
kvsConsumerTrigger
kvsTranscriber
CTRDataSyncFunction
Authentication
Telephony Integration REST API
Connect API to Update Transcripts
Toolkit API
Limits and Scaling
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InvokeTelephonyIntegrationApiFunction Lambda Function

This Lambda function creates VoiceCall records. It can be used for inbound calls and transfers.

Configuration: This function is available to Service Cloud Voice customers who are using an Amazon Connect instance that’s provided by Salesforce. No additional configuration is necessary.

Description: Use this Lambda function to create a VoiceCall record. This function is typically one of the first blocks in your contact flow for an inbound call. Creating a VoiceCall is essential to get the call working. This Lambda is invoked to perform the following actions:

  1. Create a VoiceCall for an inbound call. This action occurs when a customer calls into the call center.
  2. Create a VoiceCall for a call transfer. This action occurs when an agent transfers to another agent or queue.

Sample Contact Flows That Use This Function: Sample_SCV_Agent_Transfer, Sample_SCV_Inbound, Sample_SCV_Inbound_Flow_With_Transcription, Sample_SCV_Queue_Transfer. To download these flows, visit our Sample Contact Flows folder in GitHub.

Usage: Place this Lambda within one of the relevant contact flows (either for an inbound call or a transfer). This Lambda takes a “methodName” attribute as an argument. This attribute indicates the specific action that the Lambda must perform.

Table 1. Input Attributes
Action Attribute Key Attribute Value
Create a voice call for an inbound call methodName createVoiceCall
Create a voice call for a transfer methodName createTransferVC

When creating a voice call record, you can also specify custom data to be added to fields on the VoiceCall record. To add custom date, create a “Set contact attributes” block before the Lambda call. For the destination attribute, specify the name of the custom field with the “sfdc-” prefix added. The value of this attribute is the data to pass into the custom field field. For an example, see Pass Data from the Interactive Voice Response (IVR) System.

Table 2. Output Attributes
Output Attribute Name Description
voiceCallId ID of the voice call.