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
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

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.

Configuration: This function is available to Service Cloud Voice customers who are using an Amazon Connect instance that’s provided by Salesforce. This Lambda is installed with Service Cloud Voice contact center version 8.0 or later. See Update Your Contact Center for more details. No additional configuration is necessary. See a sample version of the invokeTelephonyIntegrationApi Lambda function in GitHub.

Usage: You don’t need to call this function manually.

This Lambda function is called by the provided Cloudwatch alarms through a Simple Notification Service (SNS) topic when an event occurs. This function performs the following steps:

  1. Checks if the event is triggered by an SNS event.
  2. Populates the RealtimeAlertEvent platform event fields using the SNS event data.
  3. Publishes the event to Salesforce using the InvokeSalesforceRestApiFunction Lambda Function.