Salesforce Voice with Telephony Providers Implementation Guide
jNote: 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.
ContactLensConsumerFunction Lambda Function
Configuration: This function is available to Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect customers who are using an Amazon Connect instance that’s provided by Salesforce. This function is available in Service Cloud Voice contact center 9.0 and later versions. Starting in contact center version 11.1, we split this Lambda function into two by introducing the ContactLensProcessorFunction Lambda function to improve performance.
Usage: This function performs these actions:
- Reads the transcripts generated from Contact Lens in real time and sends them to the ContactLensProcessorFunction Lambda function.
- Reads the conversation intelligence signals generated from Contact Lens in real time and sends them to the ContactLensProcessorFunction Lambda function.
This function supports inbound calls, transfer calls, outbound calls, and callback calls.