Service Cloud Voice Implementation Guide
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Disable CTR Sync for Voice Call Records
When a contact trace record is created in Amazon, the
CTRDataSyncFunctionLambda Lambda function invokes the UpdateVoiceCallRecords function,
synchronizing CTR data to a VoiceCall object. However, there are times when you don’t
want to sync the CTR data between your Amazon Connect instance and Salesforce. For
example, during a phased rollout, automatic synchronization can cause redundancies. In
these cases, disable CTR sync.
| Ease of Implementation | Medium |
| Estimated Time to Implement | 15 minutes |
In this example, we show you how to disable CTR sync so that changes to the CTR data in Amazon Connect are not pushed automatically to Salesforce.
This configuration applies to the following telephony models.
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
Prerequisites
Before you begin:
- Verify that you have AWS root user or AWS administrator credentials.
- Verify the AWS Account you are working with is already connected to a Salesforce org.
Disable CTR Sync
- From the Amazon Connect console, select Routing > Flows.
- Open the inbound flow where you want to disable CTR Sync.
- In the Set contact attributes flow block, add the
following attribute:
- Namespace: User defined
- Key: NoSync
- Select Set manually and set the value to true.
- Click
Save
Test This Example
To test this example:
- Dial your phone number in order to create a record in Amazon Connect. After the call is answered, hang up.
- Confirm that the CTR data resulting from your phone call is saved in Amazon Connect and not Salesforce.