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
Set Up Call Transcription with Amazon Transcribe
Improve Amazon Transcribe's Transcription Accuracy with Custom Vocabulary and Filters
Amazon Transcribe's Transcription Languages Supported by Salesforce Voice
Transcribe Longer Calls with Contact Lens
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.

Amazon Transcribe's Transcription Languages Supported by Salesforce Voice

Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect support multiple languages.

Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect support these languages for transcription.

  • Chinese [Mainland China] (zh-CN)
  • English [Australia] (en-AU)
  • English [United Kingdom] (en-GB)
  • English [United States] (en-US)
  • French [France] (fr-FR)
  • French [Canada] (fr-CA)
  • German [Germany] (de-DE)
  • Hindi [India] (hi-IN)
  • Italian [Italy] (it-IT)
  • Japanese [Japan] (ja-JP)
  • Korean (ko-KR)
  • Portuguese [Brazil] (pt-BR)
  • Spanish [United States] (es-US)
  • Thai [Thailand] (th-TH)

For information about Amazon Transcribe, see What is Amazon Transcribe?. For information about Amazon real-time transcription, see Streaming Transcription.