Service Cloud Voice Implementation Guide

Overview
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
Link Case to Voice Call Record
Transfer to SMS in the IVR
Enable the Option to Request a Callback
Contact Record Sync with Amazon Connect
Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect
Refresh a Sandbox
Enable Voicemail Support
Set the Voice Call Record Type
Disable Call Recording
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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Examples from Amazon Connect

Review Service Cloud Voice implementation examples created by Amazon Connect’s solutions team. The examples cover scenarios such as voicemail setup and external line routing for reps.
For more examples, see the Amazon Connect Campground for Service Cloud Voice in GitHub.

Salesforce does not maintain the examples provided by Amazon Connect.

Note

  • Voicemail Express V2: Provides a basic voicemail capability for Service Cloud Voice. With Voicemail Express, customers can leave a voicemail for a rep or queue. The voicemail is stored in an S3 bucket as a .wav file, a transcription of the voicemail is created, and a new case is created in Salesforce that contains the transcription, a link to the recording, and a clickable callback number.
  • Follow Me Routing: Provides an option that allows reps to flag themselves as available using an external phone number. When customers call specifically for that rep, the call is redirected to their external line.