Service Cloud Voice Implementation Guide

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Overview
Examples of Common Use Cases
Telephony Integration API
Toolkit API
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon CloudWatch Monitoring
Alarms
Dashboards
Platform Event
Limits and Scaling
PDF

Customer Alerts Alarms

Salesforce provides a set of alarms that you should fine-tune so that you can monitor the status of your contact center and get notified when important events are triggered. Some of these alarms are enabled by default, others must be enabled if you want them to operate in your environment.

These alarms fall into several different categories:

Concurrent Calls
One alarm triggers when there are a high number of concurrent calls. This alert can indicate if you’re reaching Amazon’s concurrent call limit. Upon reaching the limit, you can either file an AWS support ticket to increase your quota, or you can adjust some other aspect of your implementation.
Errors
Several alarms trigger when there are errors with the Lambda functions that are used by Service Cloud Voice.
Throttle
Several alarms trigger when Lambda functions get throttled because of the large number of concurrent invocations.

You can fine-tune any of these alarms to suit your use case.

CloudWatch alarms

You can monitor these alarms directly from within CloudWatch, using the provided dashboards, or by listening for the RealtimeAlertEvent platform event in your Salesforce org. The alarms automatically trigger this platform event using a Lambda function (RealtimeAlertLambda Lambda Function).

The following alarms are automatically installed with the Customer Alerts template. Review the Initial State column to see which alarms are automatically turned on by default. To learn how to enable alarms, or how to fine-tune alarms, see Using Amazon CloudWatch alarms in the Amazon CloudWatch User Guide.

Alarm Type Alarm Name Description Initial State Suggested Actions
General Alarms
Concurrent Calls SCV Connect Concurrent Calls Percentage Triggers when the number of concurrent active voice calls in the connect instance during the evaluation period is greater than the threshold.

Criteria: ConcurrentCallsPercentage >= 0.8 for 10 data points within 10 minutes.

 Enabled

Contact Amazon to increase number of concurrent voice calls allowable for your implementation. Contact your Salesforce admin for help.
InvokeTelephonyIntegrationApiFunction Lambda Alarms
Errors SCV Lambda InvokeTelephonyIntegrationApiFunction Errors The number of invocations of this Lambda function that resulted in a function error. Function errors include exceptions thrown by your code and exceptions thrown by the Lambda runtime.

Criteria: Errors >= 3 for 1 data point within 1 minute.

 Enabled Check Salesforce Trust for maintenance or Service Cloud Voice service disruption. Contact the Salesforce support team.
Throttle SCV Lambda InvokeTelephonyIntegrationApiFunction Throttles The number of invocation requests of this Lambda function that are throttled. Review concurrent executions quota for the region, or the reserved concurrency limit that you configured on the function.

Criteria: Errors >= 5 for 1 data point within 1 minute.

 Disabled Increase the concurrency limit for the Lambda function. Check for guidance with Amazon customer support.
InvokeSalesforceRestApiFunction Lambda Alarms
Errors SCV Lambda InvokeSalesforceRestApiFunction Errors The number of invocations of this Lambda function that resulted in a function error. Function errors include exceptions thrown by your code and exceptions thrown by the Lambda runtime.

Criteria: Errors >= 3 for 1 data point within 1 minute.

 Disabled Check Salesforce Trust for maintenance or Service Cloud Voice service disruption. Contact the Salesforce support team.
Throttle SCV Lambda InvokeSalesforceRestApiFunction Throttles The number of invocation requests of this Lambda function that are throttled. Review concurrent executions quota for the region, or the reserved concurrency limit that you configured on the function.

Criteria: Errors >= 5 for 1 data point within 1 minute.

 Disabled Increase the concurrency limit for the Lambda function. Check for guidance with Amazon customer support.
HandleContactEvents Lambda Alarms
Errors SCV Lambda HandleContactEvents Errors The number of invocations of this Lambda function that resulted in a function error. Function errors include exceptions thrown by your code and exceptions thrown by the Lambda runtime.

Criteria: Errors >= 3 for 1 data point within 1 minute.

 Enabled Check Salesforce Trust for maintenance or Service Cloud Voice service disruption. Contact the Salesforce support team.
Throttle SCV Lambda HandleContactEvents Throttles The number of invocation requests of this Lambda function that are throttled. Review concurrent executions quota for the region, or the reserved concurrency limit that you configured on the function.

Criteria: Errors >= 5 for 1 data point within 1 minute.

 Disabled Increase the concurrency limit for the Lambda function. Check for guidance with Amazon customer support.
CTRDataSyncFunction Lambda Alarms
Errors SCV Lambda CTRDataSyncFunction Errors The number of invocations of this Lambda function that resulted in a function error. Function errors include exceptions thrown by your code and exceptions thrown by the Lambda runtime.

Criteria: Errors >= 3 for 1 data point within 1 minute.

 Enabled Check Salesforce Trust for maintenance or Service Cloud Voice service disruption. Contact the Salesforce support team.
Throttle SCV Lambda CTRDataSyncFunction Throttles The number of invocation requests of this Lambda function that are throttled. Review concurrent executions quota for the region, or the reserved concurrency limit that you configured on the function.

Criteria: Errors >= 5 for 1 data point within 1 minute.

 Disabled Customer should increase the concurrency limit for the Lambda function. Check for guidance with Amazon customer support.
kvsConsumerTrigger Lambda Alarms
Errors SCV Lambda kvsConsumerTrigger Errors The number of invocations of this Lambda function that resulted in a function error. Function errors include exceptions thrown by your code and exceptions thrown by the Lambda runtime.

Criteria: Errors >= 3 for 1 data point within 1 minute.

 Disabled Check Salesforce Trust for maintenance or Service Cloud Voice service disruption. Contact the Salesforce support team.
Throttle SCV Lambda kvsConsumerTrigger Throttles The number of invocation requests of this Lambda function that are throttled. Review concurrent executions quota for the region, or the reserved concurrency limit that you configured on the function.

Criteria: Errors >= 5 for 1 data point within 1 minute.

 Disabled Increase the concurrency limit for the Lambda function. Check for guidance with Amazon customer support.
kvsTranscriber Lambda Alarms
Errors SCV Lambda kvsTranscriber Errors The number of invocations of this Lambda function that resulted in a function error. Function errors include exceptions thrown by your code and exceptions thrown by the Lambda runtime.

Criteria: Errors >= 3 for 1 data point within 1 minute.

 Disabled Check Salesforce Trust for maintenance or Service Cloud Voice service disruption. Contact the Salesforce support team.
Throttle SCV Lambda kvsTranscriber Throttles The number of invocation requests of this Lambda function that are throttled. Review concurrent executions quota for the region, or the reserved concurrency limit that you configured on the function.

Criteria: Errors >= 5 for 1 data point within 1 minute.

 Disabled Increase the concurrency limit for the Lambda function. Check for guidance with Amazon customer support.