Service Cloud Voice Implementation Guide

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Overview
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
Link Case to Voice Call Record
Transfer to SMS in the IVR
Enable the Option to Request a Callback
CTR Sync with Amazon Connect
Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect
Refresh a Sandbox
Enable Voicemail Support
Ensure Correct Delivery of Voicemails
Set the Voice Call Record Type
Disable Call Recording
Enable the Voice Extension Page in Lightning App Builder
Examples from Amazon Connect
Telephony Integration API
Toolkit API
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
PDF

Ensure Correct Delivery of Voicemails

If you have voicemail enabled but voicemails aren't being delivered to the reps, update your Voicemail subflow to ensure the callOrigin field in the VoiceCall record is updated in time. For voicemails, the value of the callOrigin field must be Voicemail. You can update the Voicemail subflow to add a block to invoke the Lambda to call the SF REST API to make sure that the callOrigin field is updated in time, and voicemails are correctly delivered to the reps.
applies to these telephony models
Service Cloud Voice with Amazon Connect
Service Cloud Voice with Partner Telephony from Amazon Connect

Before using the InvokeSalesforceRestApiFunction Lambda function, you must have OAuth authentication set up. To set up or modify authentication, see Service Cloud Voice Authentication When Using InvokeSalesforceRestApiFunction.

To ensure voicemails are delivered to reps, add the InvokeSalesforceRestApiFunction Lambda function to the Voicemail subflow, and configure the Lambda function to include the callOrigin destination key. Once configured, every time the Voicemail subflow is triggered, it invokes the Lambda function, which updates the callOrigin field to Voicemail in the VoiceCall record.

Perform these steps only if the voicemails aren’t correctly delivered to the reps.

Important

To configure the Voicemail subflow to ensure voicemails are delivered to reps:

  1. Set up or modify OAuth.
  2. In the sample SCV Voicemail Subflow, add the Invoke AWS Lambda function block to invoke the SF REST API. Add the Lambda block between the Play prompt and Set contact attributes blocks in your contact flow. Voice subflow
  3. Configure the InvokeSalesforceRestApiFunction Lambda Function to update the value of the callOrigin destination key as Voicemail. Add a Set contact attributes flow block to the flow, making sure it appears before the Invoke AWS Lambda function block.
  4. Add the following attributes to the Set contact attributes flow block:
    • Namespace: External
    • Key: voiceCallIdAdd attributes
  5. Click Save.

This makes sure that every time the voicemail subflow is triggered, it invokes the Lambda function to update the callOrigin field to Voicemail in the VoiceCall record.

An example flow is available in the Github.