Service Cloud Voice Implementation Guide

Overview
Contact Flows
Contact Flow: Inbound Flow with Transcription
Contact Flow: Agent Whisper with Transcription
Contact Flow: Inbound Subflow
Contact Flow: Outbound Flow with Transcription
Contact Flow: Agent Transfer
Contact Flow: Queue Transfer
Examples of Common Use Cases
Lambda Functions
Telephony Integration REST API
Customer Alerts with CloudWatch
Toolkit API
Connect API to Update Transcripts
Limits and Scaling
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Contact Flow: Inbound Subflow

This contact flow streamlines the integration with an Omni-Channel flow in order to route work. You can connect this subflow to your inbound contact flow.

The contact flows in this guide reflect the most recent version provided by Salesforce. You can use the latest flows by downloading them from our GitHub repository and then importing them into your Amazon Connect instance. For instructions on importing contact flows, see Import/export contact flows in the Amazon Connect Administrator Guide.

Important

This subflow isn’t automatically called. If you want to route work based on an Omni-Channel flow, you must add this subflow to your inbound contact flow, such as Inbound Flow with Transcription. To learn how to perform this task, see Routing Calls with Omni-Channel Flows in Salesforce Help.

This subflow first checks for an agent. If no agent is specified or the agent is unavailable, it checks for a queue. If there’s a routing error, the call is transferred to the fallback queue. If the specified agent or queue is unavailable, the call is disconnected.

In this diagram, we’ve only annotated some of the key blocks to better understand this flow. We haven’t annotated every prompt that plays to the customer or every error handling block. You can customize any of these prompts and any of this logic to suit your use case.

Note

Inbound subflow

Block Description
Invoke AWS Lambda function [1]

This block calls the provided InvokeTelephonyIntegrationApiFunction Lambda Function, which is used to call the Omni-Channel flow (executeOmniFlow) in Salesforce.
Set contact attributes [2] This block sets the agentARN attribute and the queueARN attributes based on the output of the previous executeOmniFlow function call. agentARN is the agent to route calls to and queueARN is the queue to route calls to.
Set working queue [3] Sets the working queue using the agentARN attribute.
Check staffing [4, 8] Checks if the working queue is staffed.
Set whisper flow [5, 9] This block assigns a whisper flow, which is launched just before the agent gets on the call. This flow gives the agent information about the caller before the call starts. This flow also turns on transcription. See Contact Flow: Agent Whisper with Transcription for details.
Transfer to queue [6, 10] Transfers the call to the working queue.
Set working queue [7] Sets the working queue queueARN attribute. This queue is the fallback queue in the event that no agent is specified or the agent is unavailable.
Disconnect [11] Disconnects the call in the event that the agent and queue are unavailable.