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
ContactDataSync
CTRDataSyncFunction
HandleContactEvents
MultiorgContactLensConsumerFunction Lambda Function
MultiorgHandleContactEventsFunction Lambda Function
MultiorgPostCallAnalysisTriggerFunction Lambda Function
MultiorgVoiceMailPackagingFunction Lambda Function
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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MultiorgHandleContactEventsFunction Lambda Function

This Lambda function handles the disconnect event for a missed or abandoned call, and ensures that the Pending Service Routing (PSR) record is cleared in Salesforce.

Applies to this telephony model.

  • Service Cloud Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect through XML import)

Configuration: This function is available if you have a Partner Amazon Contact Center with a multi-org set up created by running the multi-org cloudformation stack. This Lambda is installed with the Service Cloud Voice contact center version 19.0 and later versions. It is installed in your AWS account when you run the multi-org cloudformation stack.

Usage: This Lambda function is required for the multi-org set up to read the SecretName from a cache using the contactID. You don’t have to invoke this Lambda function manually. After a call disconnects, the Amazon EventBridge automatically invokes this Lambda function.