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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VoiceMailPackagingFunction Lambda Function

This Lambda function creates a VoiceCall record, attaches the voicemail recording and transcription files to the record, and routes it all to the Omni-Channel flow.

Configuration: Configure this function if you want to set up voicemail.

This function applies to the Service Cloud Voice with Partner Telephoney from Amazon Connect telephony setup.

Description:This function creates a VoiceCall record, attaches the voicemail recording and transcription files to the record, and routes it all to the Omni-Channel flow. This function isn't directly invoked from a contact flow. It's triggered when a voicemail transcription file is added to the voicemail_transcriptions folder in the contact center’s Amazon S3 bucket.

This Lambda function performs the following steps:

  1. Gets the voicemail recording and transcription files from the contact center’s Amazon S3 bucket.
  2. Creates a VoiceCall record. Sets the callOrigin parameter to Voicemail, and sets other parameters, including from, to, and duration.
  3. Attaches the voicemail recording and the transcription files to the VoiceCall record.
  4. Routes the VoiceCall record to the Omni-Channel flow that was configured in the contact center.

For an example, see Set Up Voicemail.