Service Cloud Voice Implementation Guide

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Overview
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 Service Cloud 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
CTR 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
PDF

Set Up Call Transcription with Amazon Transcribe

To set up real-time call transcription with Amazon Transcribe, configure the Amazon Connect contact flow to invoke the kvsConsumerTrigger Lambda function, and verify the Amazon AWS region and service quota settings.
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in: Sales Cloud, Service Cloud, and Government Cloud as an add-on license. Government Cloud is supported only on Service Cloud Voice with Amazon Connect and Service Cloud Voice with Partner Telephony from Amazon Connect.

Ease of Implementation Medium
Estimated Time to Implement 20 minutes
  1. Configure the Amazon Connect contact flow to invoke the kvsConsumerTrigger Lambda function.
    If you need help with building a contact flow with this function, use one of these packaged contact flows that already have the kvsConsumerTrigger Lambda function set up.
    • Sample SCV Agent Whisper Flow for Amazon Transcribe
    • Sample SCV Outbound Flow With Transcription Using Amazon Transcribe
    To get the latest versions of these contact flows, see Update Your Contact Center.
  2. Select an AWS region where Amazon Transcribe is available that is closest to where your contact center is located geographically. By default, the region for the transcription Lambda function is set to us-west-2, which is the Amazon Transcribe data center in Oregon. For best performance, select the AWS region that's closest to your contact center. For information about AWS regions that support Amazon Connect, see the AWS Regional Services topic in the AWS documentation.

  3. If your organization streams many call transcriptions at the same time, ask AWS to increase the default service quota for concurrent transcription jobs for Amazon Transcribe. See Increase Amazon Service Quota.