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
Set Up Call Transcription with Amazon Transcribe
Improve Amazon Transcribe's Transcription Accuracy with Custom Vocabulary and Filters
Amazon Transcribe's Transcription Languages Supported by Service Cloud Voice
Transcribe Longer Calls with Contact Lens
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
Enable Voicemail Support
Enable the Voice Extension Page in Lightning App Builder
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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Set Up Call Transcription with Amazon Transcribe

To ensure an optimal experience, verify the region of your Amazon Transcribe data center and the service quota for concurrent transcription jobs for Amazon Transcribe.
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in: Sales Cloud, Service Cloud, and Government Cloud as an add-on license. Government Cloud is supported only on Service Cloud Voice with Amazon Connect and Service Cloud Voice with Partner Telephony from Amazon Connect.

Ease of Implementation Medium
Estimated Time to Implement 20 minutes

By default, the region for the transcription Lambda function is set to us-west-2, which is the Amazon Transcribe data center in Oregon. For best performance, select a region where Amazon Transcribe is available that is closest to where your contact center is located geographically. For information about AWS regions that support Amazon Connect, see the AWS Regional Services topic in the AWS documentation.

If your organization streams many call transcriptions at the same time, ask AWS to increase the default service quota for concurrent transcription jobs for Amazon Transcribe. See Increase Amazon Service Quota.