Salesforce Voice with Telephony Providers Implementation Guide

Overview
Release Notes
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
Transcribe Calls with Amazon Transcribe
Transcribe Longer Calls with Contact Lens
Verify that Contact Lens in Amazon Connect is Enabled
Create a Contact Flow with Contact Lens
Enable Contact Lens and Transcription in an Existing Contact Flow
Improve Contact Lens Transcription Accuracy with a Custom Vocabulary
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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Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Verify that Contact Lens in Amazon Connect is Enabled

Contact Lens must be enabled to transcribe calls. To verify that Contact Lens is enabled, you must have AWS IAM permissions with the ability to view Contact Lens details in Amazon Connect.
Ease of Implementation Easy
Estimated Time to Implement 10 minutes
  1. From the AWS Management Console, select Amazon Connect | Analytics tools.
  2. Verify that Enable Contact Lens is enabled (selected).
  3. Click Save.