Service Cloud Voice Implementation Guide

Overview
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
Transcribe Calls with Amazon Transcribe
Transcribe Longer Calls with Contact Lens
Verify that Contact Lens in Amazon Connect is Enabled
Create a Contact Flow with Contact Lens
Enable Contact Lens and Transcription in an Existing Contact Flow
Improve Contact Lens Transcription Accuracy with a Custom Vocabulary
Link Case to Voice Call Record
Transfer to SMS in the IVR
Enable 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
Set the Voice Call Record Type
Enable the Voice Extension Page in Lightning App Builder
Examples from Amazon Connect
Telephony Integration API
Toolkit API
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
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Transcribe Longer Calls with Contact Lens

Use Contact Lens to transcribe calls that are longer than 15 minutes. If you use Amazon Transcribe, only the first 15 minutes of a call are transcribed due to a Lambda function limitation. To trigger real-time transcription of a call with Contact Lens, enable Contact Lens and real-time transcription for Amazon Connect in your contact flow.
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.

For a list of supported transcription languages with Contact Lens, see the Amazon documentation.