Service Cloud Voice Implementation Guide

Overview
Contact Flows
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
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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Refresh A Sandbox

You can refresh your sandbox and reuse the AWS account. After the sandbox is refreshed, optionally link it to an Amazon Connect instance.
Ease of Implementation Medium
Estimated Time to Implement 30 minutes

This configuration applies to the Service Cloud Voice with Amazon Connect telephony setup.

In this example, we show you how to reuse an AWS account to refresh your sandbox, and then relink the refreshed sandbox to an Amazon Connect instance. Each AWS account can be used with one Salesforce org at a time.

Relinking a sandbox to an Amazon Connect instance is optional and requires changes to the Amazon Connect contact center. To avoid modifying the details of the Amazon Connect contact center, consider creating a contact center instead.

Note

To access Amazon Web Services documentation, go to https://docs.aws.amazon.com.

Prerequisites

To implement this use case, you need AWS root user or AWS administrator credentials.

Step 1: Refresh Your Sandbox

To refresh the sandbox, back up (retrieve()) the metadata before you perform the refresh and then import (deploy()) the metadata into the refreshed sandbox. See the Metadata API Developer Guide.

Perform the following steps to refresh your sandbox:

  1. Determine whether to provision a new AWS account or reuse the AWS account for the sandbox refresh.
    • To provision a new AWS account, skip this step. If you provision a new AWS account, you can't relink the refreshed sandbox to the Amazon Connect instance. To relink the refreshed sandbox to the Amazon Connect instance, reuse the AWS account instead.
    • To reuse the AWS account, retrieve the ConversationVendorInfo metadata to create a backup copy. The ConversationVendorInfo package contains information about the Amazon Connect system.
      Here’s a sample version of the ConversationVendorInfo package:
  2. Refresh the sandbox. After the sandbox refresh completes, Salesforce sends an email notifying you that the sandbox is ready to activate.
  3. Activate the refreshed sandbox.
  4. Provision or reuse the AWS account.
    • If you're provisioning a new AWS account, follow the steps to turn on Service Cloud Voice with Amazon Connect. This completes your sandbox refresh.
    • If you're reusing the AWS account, deploy the ConversationVendorInfo metadata you backed up earlier, then move on to the next step.
  5. Confirm your tax registration number. Salesforce runs any post-tax compliance requirements and generates IdP certificates for the new sandbox.
  6. Update the identity provider details. From Setup, enter Identity Provider in the Quick Find box, select Identity Provider, and then change the org Identity provider to the new sandbox configured IdP, replacing the previous version.
  7. Update the certification details. From Setup, enter Identity Provider in the Quick Find box, select Identity Provider, and click Download Certificate. Manually replace the Identity Provider in your AWS account with the one from the new Sandbox org. This action completes your sandbox refresh. Optionally reuse the Amazon Connect instance by linking the sandbox to the instance.

Step 2: Link Your Refreshed Sandbox to an Amazon Connect Instance

After you refresh the sandbox, optionally relink it to the Amazon Connect instance. You can relink the sandbox to the Amazon Connect instance only if you reused the AWS account during the sandbox refresh. You can’t relink the sandbox to the instance if you provisioned a new AWS account.
  1. Verify that the newly refreshed sandbox is ready to use.
  2. Retrieve the CallCenter metadata to create a backup copy. The CallCenter package contains the call center definition used to integrate Salesforce with an Amazon Connect contact center instance. Make sure the file includes the queue mappings, presence mappings, channel routings, and connected apps for the contact center.
    Here’s a sample version of the CallCenter package:
  3. Find the endpoint of the new self-signed certificate, which Salesforce generated when the sandbox was refreshed. From Setup, enter Identity Provider in the Quick Find box, and select Identity Provider.
  4. In the CallCenter package, open the callCenter XML file and replace the identity endpoint with the endpoint of the new self-signed certificate.
    Here’s a sample snippet from the CallCenter package:
  5. Deploy the CallCenter metadata.
  6. Change the details in the connected app to use the new self-signed certificate. From Setup, enter App Manager in the Quick Find box, select App Manager, and then select the new self-signed certificate from the IdP Certificate dropdown.
  7. From Amazon Connect, add the sandbox URLs to the Amazon Connect instance’s Approved Origins list.
  8. From Amazon Connect, make the following changes to the environment variables in all Service Cloud Voice Amazon Lambdas:
    • Change the SCRT endpoint to the new sandbox MyDomain.
    • Change the orgId to the new sandbox.
    • Change the parameters in the parameter store, if necessary.
  9. Change all custom AWS Lambdas and Amazon Connect contact flows requiring endpoints and certificates to reflect the new endpoint and access.