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
How to Use Lambda Functions
Authentication
InvokeSalesforceRestApiFunction
InvokeTelephonyIntegrationApiFunction
ContactLensConsumerFunction
ContactLensProcessorFunction
Increase Performance of the ContactLensProcessor Lambda Function
ContactDataSync
CTRDataSyncFunction
HandleContactEvents
PostCallAnalysisTriggerFunction
RealtimeAlertLambda
VoiceMailAudioProcessingFunction
VoiceMailPackagingFunction
VoiceMailTranscribeFunction
kvsConsumerTrigger
kvsTranscriber
Query AWS Lambda Functions to Analyze a Voice Call
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
PDF

ContactLensProcessorFunction Lambda Function

This Lambda function processes real-time transcripts and intelligence signals generated from Contact Lens for Amazon Connect and sends them to Salesforce. This Lambda function is invoked by the ContactLensConsumerFunction Lambda function with the generated real-time transcripts and events.

Configuration: This function is available to Service Cloud Voice customers who are using an Amazon Connect instance that’s provided by Salesforce. This function is available in Service Cloud Voice contact center 11.1 and later versions.

Usage: This function performs these actions:

  1. Reads the transcripts sent from the ContactLensConsumerFunction Lambda function in real time and sends the transcripts to Salesforce.
  2. Processes the transcripts using the Create Transcripts in Bulk (/telephony/v1/voiceCalls/messages) REST API.
  3. Processes the conversation intelligence signals sent from the ContactLensConsumerFunction Lambda function in real time and sends the signals to Salesforce.

This function supports inbound calls, transfer calls, outbound calls, and callback calls.