Service Cloud Voice Implementation Guide
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Amazon Connect Flows Best Practices
Follow these best practices to ensure your Amazon Connect flows are configured
optimally and correctly. If your environment isn’t set up correctly for voice resiliency, you
may experience missing calls.
Voice Resiliency
Voice resiliency ensures that the telephony system stays operational when the number of conversations is over limit or when certain background services are affected. See the Voice Resiliency for Service Cloud Voice knowledge article for more information about voice resiliency.
If you customized any of the following Sample Service Cloud Voice flows in GitHub, verify
they are configured to support voice resiliency:
- Sample SCV Inbound Flow
- Sample SCV Transfer Flow For Agent Transfers
- Sample SCV Transfer Flow For Omni-Channel Transfers
- Sample SCV Transfer Flow For Queue Transfers
- Sample SCV Callback Subflow
To support voice resiliency, make sure the the inbound, transfer, and callback flows do the
following if the Invoke AWS Lambda function block fails:
- Routes the voice call to an agent or queue.
- Doesn’t hang up/disconnect the call, even if a contact flow block errors out.
The Sample SCV flows in GitHub for inbound, transfer, and callback flows are configured to support voice resiliency. Here’s an example from the Sample SCV Inbound Flow contact flow:
