Salesforce Voice with Telephony Providers Implementation Guide

Overview
Release Notes
Examples of Common Use Cases
Telephony Integration API
Toolkit API
Connect API
AWS Lambda Functions
How to Use Lambda Functions
Authentication
InvokeSalesforceRestApiFunction
InvokeTelephonyIntegrationApiFunction
InvokeVFSIntegrationApiFunction Lambda Function
ContactLensConsumerFunction
ContactLensProcessorFunction
ContactDataSync
CTRDataSyncFunction
HandleContactEvents
MultiorgContactLensConsumerFunction Lambda Function
MultiorgHandleContactEventsFunction Lambda Function
MultiorgPostCallAnalysisTriggerFunction Lambda Function
MultiorgVoiceMailPackagingFunction Lambda Function
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
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MultiorgPostCallAnalysisTriggerFunction Lambda Function

This Lambda function automatically gets sentiment data from a contact center’s Amazon S3 bucket for post call analysis.

Applies to this telephony model.

  • Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect through XML import)

Configuration: This function is available if you have a Partner Amazon Contact Center with a multi-org set up created by running the multi-org cloudformation stack. This Lambda is installed with the Service Cloud Voice contact center version 19.0 and later versions.

Usage: This Lambda function is designed for use in a multi-org set up for post call analysis.