Service Cloud Voice Implementation Guide

Overview
Contact Flows
Examples of Common Use Cases
Lambda Functions
How to Use Lambda Functions
ContactLensConsumerFunction
ContactLensProcessorFunction
InvokeTelephonyIntegrationApi
InvokeSalesforceRestApi
HandleContactEvents
CTRDataSyncFunction
kvsConsumerTrigger
kvsTranscriber
realtimeAlert
VoiceMailAudioProcessingFunction
VoiceMailPackagingFunction
VoiceMailTranscribeFunction
Authentication
Telephony Integration REST API
Customer Alerts with CloudWatch
Toolkit API
Connect API to Update Transcripts
Limits and Scaling
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ContactLensConsumerFunction Lambda Function

This Lambda function gets real-time transcripts and intelligence signals generated from Contact Lens for Amazon Connect and sends them to the ContactLensProcessorFunction Lambda function.

Configuration: This function is available to Service Cloud Voice customers who are using an Amazon Connect instance that’s provided by Salesforce. This function is available in Service Cloud Voice contact center 9.0 and later versions. Starting in contact center version 11.1, we split this Lambda function into two by introducing the ContactLensProcessorFunction Lambda function to improve performance.

Usage: This function performs these actions:

  1. Reads the transcripts generated from Contact Lens in real time and sends them to the ContactLensProcessorFunction Lambda function.
  2. Reads the conversation intelligence signals generated from Contact Lens in real time and sends them to the ContactLensProcessorFunction Lambda function.

This function supports inbound calls, transfer calls, outbound calls, and callback calls.