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
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
PDF

Set Up Call Transcription

To convert call conversations to text, set up real-time call transcription. The transcripts appear in the voice call record in real time and after the call. Salesforce Voice supports transcription from Amazon Transcribe and Contact Lens, and both services are available with Amazon Connect.
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 Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect.

This configuration applies to these telephony models:

  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

When an additional rep joins a call between a rep and a customer, Amazon Connect stores the audio streams from each rep in a separate channel. As a result, you might see duplicate call transcripts, and the initial reps words might be attributed to the customer. This issue applies to transcription from both Amazon Transcribe and Contact Lens.

Note