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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MultiorgContactLensConsumerFunction Lambda Function

This Lambda function gets real-time transcripts and intelligence signals generated from Contact Lens for Amazon Connect and sends them to the ContactLensProcessorFunction Lambda function.

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 Lambda is installed with the Service Cloud Voice contact center version 19.0 and later versions. This Lambda function is created in your AWS account, when you execute the CloudFormation template to set up multi-org.

Usage: This function reads the SecretName from a cache using the contactID.