Service Cloud Voice Implementation Guide

Overview
Contact Flows
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
Transcribe Calls with Amazon Transcribe
Transcribe Longer Calls with Contact Lens
Create a Contact Flow with Contact Lens
Enable Contact Lens in an Existing Contact Flow
Improve Contact Lens Transcription Accuracy with a Custom Vocabulary
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
Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect
Refresh A Sandbox
Examples from Amazon Connect
Lambda Functions
Telephony Integration REST API
Customer Alerts with CloudWatch
Toolkit API
Connect API to Update Transcripts
Limits and Scaling
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Enable Contact Lens in an Existing Contact Flow

If you already created contact flows and now want to enable Contact Lens in them, update your contact center to version 9.0, remove the existing transcription provided by Amazon Transcribe from your contact flows, and then enable your contact flows with Contact Lens.
Ease of Implementation Medium
Estimated Time to Implement 45 minutes

In this example, we show you how to update your existing contact flows with transcription using Contact Lens.

Prerequisites

To run through this example:
  • You must update your contact center to version 9.0.

Step 1: Remove the Invoke AWS Lambda Function Block from the Existing Contact Flow

In Amazon Connect, remove the Invoke AWS Lambda Function block containing the kvsConsumerTrigger Lambda function from the existing contact flows. For instance, if you used the packaged contact flows, remove the function from Sample SCV Outbound Flow with Transcription and Sample SCV Agent Whisper Flow with Transcription.

Step 2: Add the Recording Block

Add the “Set recording and analytics behavior” recording block to the contact flows and set the options. If you are using the packaged contact flows, set the options in Sample SCV Inbound Flow with Transcription, Sample SCV Outbound Flow with Transcription, Sample SCV Agent Transfer, and Sample SCV Queue Transfer.

To learn how to set the options for Contact Lens, view the settings for this block in any of the packaged contact flows with Contact Lens.

Tip

The Set Recording and Analytics Behavior block is before the Transfer to Agent block in the Sample SCV Agent Transfer with Transcription Using Contact Lens contact flow.