Disable Contact Record Sync for Voice Call Records

When a contact record (previously called contact trace record or CTR) is created in Amazon, the CTRDataSyncFunctionLambda Lambda function invokes the UpdateVoiceCallRecords function, synchronizing contact record data to a VoiceCall object. However, there are times when you don’t want to sync the contact record data between your Amazon Connect instance and Salesforce. For example, during a phased rollout, automatic synchronization can cause redundancies. In these cases, disable contact record sync.


Ease of Implementation	Medium
Estimated Time to Implement	15 minutes

In this example, we show you how to disable contact record sync so that changes to the contact record data in Amazon Connect are not pushed automatically to Salesforce.

This configuration applies to the following telephony models.

Salesforce Voice with Amazon Connect
Salesforce Voice with Partner Telephony from Amazon Connect

Prerequisites

Before you begin:

Verify that you have AWS root user or AWS administrator credentials.
Verify the AWS Account you are working with is already connected to a Salesforce org.

Disable CTR Sync

From the Amazon Connect console, select Routing > Flows.
Open the inbound flow where you want to disable contact record sync.
In the Set contact attributes flow block, add the following attribute:
- Namespace: User defined
- Key: NoSync
- Select Set manually and set the value to true.
Click
1Save

Test This Example

To test this example:

Dial your phone number in order to create a record in Amazon Connect. After the call is answered, hang up.
Confirm that the contact record data resulting from your phone call is saved in Amazon Connect and not Salesforce.