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AWS and Amazon Connect Configuration

These AWS and Amazon Connect configurations will enable triggering out-of-the-box InvokeSalesforceRestApiFunction Lambda function to update custom field in Salesforce Voice Call Object whenever Contact Lens real-time rule is matched.

Important Notes:

  1. The features and capabilities of this solution/example may be incorporated or replicated in future releases of Service Cloud Voice
  2. The code for this example is for non-production use only

CloudFormation Template

This CloudFormation template will create:

  1. EventBridge Rule: This rule is triggered by Amazon Connect when Contact Lens real-time rule matches
  2. scv_cl_rt_nba lambda function: This lambda function is triggered by EventBridge rule set for Contact Lens real-time. This function updates custom field called "Auto_Supervisor_Escalation__c" in Salesforce Voice Call Object, using InvokeSalesforceRestApiFunction lambda function

Steps

  1. Click on CL Supervisor Escalation CloudFormation and save file named awsscv_real_time_cl_integration.yaml
  2. In a new browser tab, login to the AWS Console (https://console.aws.amazon.com/console/home)
  3. Make sure you are in the same region as your Amazon Connect instance. You can set the region by expanding the region selector in the upper right and choosing the region
  4. Navigate to the CloudFormation console
  5. Select Create Stack, and choose With new resources (standard)
  6. In the Specify Template section, choose Upload a template file
  7. Select Choose file
  8. Navigate to the folder where you saved awsscv_real_time_cl_integration.yaml
  9. Select Next
  10. In the Stack Name field, enter awsscv-sup-esc-example
  11. Enter the parameters as follows:
  • AWSRegion: enter the region where your Amazon Connect Instance is running
  • AmazonConnectInstanceARN: enter Amazon Connect instance ARN, ref - https://docs.aws.amazon.com/connect/latest/adminguide/find-instance-arn.html
  • EXPDevBucketPrefix: leave it blank
  • EXPTemplateVersion: 2022-09-27 (pre-filled)
  • InvokeSalesforceRestApiFunction: ARN of out-of-the-box SCV Lambda function InvokeSalesforceRestApiFunction
  • LambdaLoggingLevel : INFO
  1. Select Next
  2. Scroll to the bottom and select Next
  3. Scroll to the bottom and select Create Stack
  4. After a minute or two, the stack should complete

Note - please ensure that InvokeSalesforceRestApiFunction lambda function is setup properly and working, more information on setup - https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_invokesalesforcerestapi.htm

Setup Contact Lens real-time rules

Contact Lens real-time rules can be matched based on one or more conversation characteristics such as specific spoken phrases, sentiment, contact attributes etc.

For reference : https://docs.aws.amazon.com/connect/latest/adminguide/build-rules-for-contact-lens.html

Steps

  1. Logon to your Amazon Connect Instance
  2. On the navigation menu, choose Rules
  3. Select Create a rule, Contact Lens
  4. Select When as A Contact Lens real-time analysis is available
  5. Assign a name to the rule as supesc_sentiment
  6. Under When, use the dropdown list to choose real-time analysis
  7. Choose Add condition as Sentiment - Time period
  8. Set up condition for average sentiment as per following:
  • Customer sentiment was negative during the past 10 seconds of the contact
  1. Click Next
  2. Give Category name same as rule name, supesc_sentiment
  3. Add action as EventBridge event
  4. Give Action name as same as rule name
  5. Click Next and then Save and Publish

Amazon Connect Contact Flow Configurations

Salesforce provides set of example Contact Flows with Service Cloud Voice setup. For this exercise we are going to using one of these out-of-the-box Contact Flow called Sample SCV Inbound Flow with Transcription using Contact Lens

Steps

  1. Go to Amazon Connect Admin console
  2. Click on View phone numbers
  3. Click on a phone number you have claimed
  4. Add appropriate description such as Contact Flow to test Contact Lens
  5. From Contact flow / IVR dropdown, select Contact Flow - Sample SCV Inbound Flow with Transcription using Contact Lens
  6. Click Save

Next - Salesforce Configurations