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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HandleContactEventsFunction Lambda Function

This Lambda function handles the disconnect event for a missed or abandoned call and ensures that the PendingServiceRouting (PSR) record is cleaned up in Salesforce. This function is automatically invoked by an Amazon EventBridge rule after a disconnect. You don’t need to call this function manually.

Configuration: This function is available to Service Cloud Voice customers who are using an Amazon Connect instance that’s provided by Salesforce. This Lambda is installed with Service Cloud Voice contact center version 8.0 or later. See Update Your Contact Center for more details. No additional configuration is necessary. See a sample version of the invokeTelephonyIntegrationApi Lambda function in GitHub.

Usage: You don’t need to call this function manually.

This function calls the InvokeTelephonyIntegrationApiFunction Lambda function using the cancelOmniFlowExecution method. This method cancels the the Omni-Channel flow and calls the Clear Routing REST API to clear the PendingServiceRouting (PSR) record.