Service Cloud Voice Implementation Guide

Overview
Examples of Common Use Cases
Telephony Integration API
Toolkit API
Connect API
AWS Lambda Functions
How to Use Lambda Functions
Authentication
InvokeSalesforceRestApiFunction
InvokeTelephonyIntegrationApiFunction
ContactLensConsumerFunction
ContactLensProcessorFunction
CTRDataSyncFunction
HandleContactEvents
PostCallAnalysisTriggerFunction
RealtimeAlertLambda
VoiceMailAudioProcessingFunction
VoiceMailPackagingFunction
VoiceMailTranscribeFunction
kvsConsumerTrigger
kvsTranscriber
Query AWS Lambda Functions to Analyze a Voice Call
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
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VoiceMailAudioProcessingFunction Lambda Function

This Lambda function processes voicemail recordings.

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: Use this function to process voicemail recordings. This function isn’t directly invoked from a contact flow. It’s triggered when Amazon Connect generates a Contact Trace Record (CTR) event.

This Lambda function performs the following steps:

  1. Gets the voicemail recordings from Amazon Kinesis.
  2. Processes the data. Converts the chunks of recordings into a WAV file, calculates the duration of the file, and tags the file with metadata.
  3. Puts the files into the voicemail_recordings folder in the contact center’s Amazon S3 bucket.

For an example, see Set Up Voicemail.