Service Cloud Voice Implementation Guide
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Overview
Connect API
How to Use Lambda Functions
InvokeSalesforceRestApiFunction
ContactLensConsumerFunction
ContactDataSync
HandleContactEvents
PostCallAnalysisTriggerFunction
RealtimeAlertLambda
VoiceMailAudioProcessingFunction
VoiceMailPackagingFunction
VoiceMailTranscribeFunction
kvsConsumerTrigger
kvsTranscriber
Query AWS Lambda Functions to Analyze a Voice Call
Using the Service Cloud Voice Lambda Functions for Amazon Connect
Salesforce provides a set of Lambda functions, which are available within your Amazon
Connect instance after provisioning the instance with Service Cloud Voice. You can use these
Lambdas in Amazon Connect contact flows.
These Lambdas interact with Salesforce to perform the following actions:
- Create a voice call (InvokeTelephonyIntegrationApiFunction).
- Start real-time transcription and save transcripts to Salesforce (kvsConsumerTrigger, kvsTranscriber).
- Sync data between a contact trace record (CTR) and a VoiceCall object (CTRDataSyncFunction).
- Invoke the Salesforce REST API to perform CRUD operations on Salesforce objects, such as cases, accounts, or custom objects (InvokeSalesforceRestApiFunction).
For more detail, refer to the reference pages for the Lambda functions.
-
How to Use Salesforce Lambda Functions
Salesforce provides several Lambda functions for use in your Service Cloud Voice contact flows. These functions are used by the sample contact flows, and you can also use them in your own contact flows. -
Service Cloud Voice Authentication When Using InvokeSalesforceRestApiFunction
OAuth is required if you want to use the InvokeSalesforceRestApiFunction Lambda function. If you need to set up or modify the OAuth, refer to these instructions. -
InvokeSalesforceRestApiFunction Lambda Function
This Lambda function calls the Salesforce REST API. You can place this Lambda function within a contact flow to create, update, or query Salesforce records. -
InvokeTelephonyIntegrationApiFunction Lambda Function
The invokeTelephonyIntegrationApi function either creates VoiceCall records for inbound calls and transfers, or executes the Omni-Channel flow and returns the rep or queue routing instructions to the contact flow. -
ContactLensConsumerFunction Lambda Function
This Lambda function gets real-time transcripts and intelligence signals generated from Contact Lens for Amazon Connect and sends them to the ContactLensProcessorFunction Lambda function. -
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. -
ContactDataSync Lambda Function
This Lambda function fetches real-time transcripts generated by Contact Lens for Amazon Connect and uploads them to Salesforce using Connect REST API. You can manually invoke this function to backfill missing transcripts in bulk. -
CTRDataSyncFunction Lambda Function
After the Contract Trace Record (CTR) is created in Amazon, this Lambda function automatically syncs CTR data to the VoiceCall object. It finalizes the values of multiple VoiceCall object fields. This function is available to Service Cloud Voice customers who are using an Amazon Connect instance and connecting to a Kinesis stream. -
HandleContactEventsFunction Lambda Function
This Lambda function handles the disconnect event for a missed or abandoned call and ensures that the PendingServiceRouting (PSR) record is cleaned up in Salesforce. This function is automatically invoked by an Amazon EventBridge rule after a disconnect. You don’t need to call this function manually. -
PostCallAnalysisTriggerFunction Lambda Function
This Lambda function automatically gets sentiment data from a contact center’s Amazon S3 bucket for post-call analysis. -
RealtimeAlertLambda Lambda Function
This Lambda publishes the RealtimeAlertEvent platform event using the Salesforce REST API. This function is called by CloudWatch alarms in your Amazon Connect instance. You don’t need to call this function manually. -
VoiceMailAudioProcessingFunction Lambda Function
This Lambda function processes voicemail recordings. -
VoiceMailPackagingFunction Lambda Function
This Lambda function creates a VoiceCall record, attaches the voicemail recording and transcription files to the record, and routes it all to the Omni-Channel flow. -
VoiceMailTranscribeFunction Lambda Function
This Lambda function transcribes voicemail recordings. -
kvsConsumerTrigger Lambda Function
This Lambda function is the initiation point for starting real-time transcription. -
kvsTranscriber Lambda Function
This Lambda function does the actual real-time transcription work. This function is not directly invoked from a contact flow. It is triggered by the kvsConsumerTrigger Lambda function. You do not need to call this function manually. -
Query AWS Lambda Functions to Analyze a Voice Call
Query AWS Lambda function logs and Amazon Connect flows, and use the query results to analyze and troubleshoot the events that happen throughout the stages of a single voice call.