Salesforce Voice with Telephony Providers Implementation Guide
jCTRDataSyncFunction Lambda Function
Configuration: This function is available to Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect customers who are using an Amazon Connect instance and connecting to a Kinesis stream. The configuration is automatically performed when you create a contact center in Voice.
Description: This function performs these actions:
- Synchronizes data between a contact record from Amazon and a VoiceCall record by taking the data from the Amazon contact record and updating the VoiceCallrecord.
- As part of the update, if the function finds that a VoiceCall record doesn’t exist, it creates one. This behavior is useful for missed or abandoned calls.
- If the CallDisposition field in the VoiceCall record isn’t already set, sets it to Completed.
The following data is synced between the Data model for Amazon Connect contact records and a VoiceCall record:
| Amazon Connect Contact Record Attribute | VoiceCall Field | Notes |
|---|---|---|
| InitiationTimestamp | CallStartDateTime | |
| DisconnectTimestamp | CallEndDateTime | |
| Agent.ConnectedToAgentTimestamp and DisconnectTimestamp |
CallDurationInSeconds |
CallDurationInSeconds is inferred from Agent.ConnectedToAgentTimestamp and
DisconnectTimestamp. The CallDurationInSeconds value is the difference between
CallAcceptDateTime (when a rep accepts a call) and CallEndDateTime (when a call
disconnects). This value doesn’t include queue and ring time before a rep accepts a
call. When Post-Call CTR sync occurs, the system may overwrite CallEndDateTime with the DisconnectTimestamp value supplied from the contact record. This means CallDurationInSeconds reflects the duration based on the server-evaluated end time at the moment of disconnection, which can differ from the CTR-reported DisconnectTimestamp. |
| Agent.ConnectedToAgentTimestamp | CallAcceptDateTime | The CallAcceptDateTime value matches the Agent.ConnectedToAgentTimestamp value, even if it’s null. If a call didn’t connect on the vendor side, Salesforce passes an empty string for CallAcceptDateTime. |
| Agent.CustomerHoldDuration | CustomerHoldDuration | The DurationInSeconds field on the VoiceCallRecording record gets its value by adding Agent.CustomerHoldDuration and Agent.AgentInteractionDuration from the Amazon contact record. |
| Agent.LongestHoldDuration | LongestHoldDuration | |
| Agent.NumberOfHolds | NumberOfHolds | |
| Agent.AgentInteractionDuration | This value isn’t mapped to a VoiceCall field. However, the DurationInSeconds field on the VoiceCallRecording record gets its value by adding Agent.CustomerHoldDuration and Agent.AgentInteractionDuration from the Amazon contact record. | |
| Queue.EnqueueTimestamp | CallQueuedDateTime | |
| Queue.Name | QueueName | |
| InitiationMethod | CallType (only when creating a new record) | This value is used to infer values for ToPhoneNumber and FromPhoneNumber.
Also used for the CallType field if creating a new VoiceCall record. Supported InitiationMethod values include:
|
| SystemEndpoint.Address | ToPhoneNumber or FromPhoneNumber |
If InitiationMethod is Inbound, the value is mapped to ToPhoneNumber (when creating a new record). If InitiationMethod is Outbound, this value is mapped to FromPhoneNumber. |
| CustomerEndpoint.Address | ToPhoneNumber or FromPhoneNumber | If InitiationMethod is Inbound, the value is mapped to FromPhoneNumber. If initiationMethod is Outbound, this value is mapped to ToPhoneNumber (when creating a new record). |
| Recording.Location | CallRecordingId | The VoiceCall record creates a reference to the VoiceCallRecording record using the CallRecordingId reference ID field. |
Usage: The data synchronization automatically starts when a contact record is generated. You don’t need to call this function manually.