Service Cloud Voice Implementation Guide

Overview
Release Notes
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
Retry Contact Record Sync for Voice Call Records
Disable Contact Record Sync for Voice Call Records 
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
PDF

Newer Version Available

This content describes an older version of this product. View Latest

Contact Record Sync with Amazon Connect

By default, contact record (previously called contact trace record or CTR) data is automatically stored in Voice Call records, allowing your Amazon Connect instance to stay in sync with Salesforce.