Non-Tethered Model for Service Cloud Voice

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Note:
This is applicable from V4.2.1.2307 release.

Prerequisites

Make sure that the following are in place before configuring Amazon Connect CPA:

Amazon Connect Campaigns must be enabled in Amazon Connect.
In addition to enabling Amazon Connect Campaigns, raise a service request with Amazon Connect to activate the following under Traffic Type Request:
- Campaign CPS (calls per second)
- Campaign CPS Burst
- Campaign Active Calls
Subscribe to configure the Event Bridge to receive Amazon Connect events.

Importing Contact Flows

To download the contact flows, click here.

The contact flows must be imported in the following order:

S No	Contact flow name	Contact Flow Type	No of Lambda function ARN needs to modify	Name of the Module function to add in contact flow	Definition
1	Acqueon-SCV-Default-AGT	Contact flow	-	CreateSalesforceCallObject	This is a default agent contact flow used in Service Cloud Voice (SCV). It likely handles the routing and connection of calls to agents. It also integrates the `CreateSalesforceCallObject` module to update Salesforce call records as part of its process.
2	Acqueon-SCV-Default-IVR	Contact flow	0	CreateSalesforceCallObject	This is the default IVR (Interactive Voice Response) flow for Service Cloud Voice. It manages customer interactions before the call is routed, such as capturing input, playing menus, or branching logic. It includes the `CreateSalesforceCallObject` module for syncing call data to Salesforce.
3	Acqueon-ACOC-Default-QUE	Customer Queue flow	0	-	This contact flow represents the customer queue experience. It's designed to control the interaction while a customer is waiting for an agent, using features like delay messages, apologies, and transfer blocks. It does not currently invoke any module functions.
4	Acqueon-ACOC-Whisper-AGT	Agent Whisper Flow	0	-	This is an agent whisper flow used to play a private message to the agent just before they are connected to a customer. The message is not heard by the customer, and it helps inform or prepare the agent.
5	Acqueon-ACOC-Whisper-CUST	Customer Whisper Flow	0	-	This is a customer whisper flow, used to play a short message to the customer just before they are connected to an agent. This message can set expectations or provide additional info. It’s part of the call experience optimization.
6	Acqueon-AMD-TTS-ContactFlow	Contact flow	0	-	This contact flow is used to play a text-to-speech (TTS) message as part of answering machine detection (AMD) treatment. It determines if the call reached an answering machine and plays a suitable pre-recorded or synthesized message.

Perform the following steps to import the contact flows:

Log in to the AWS Console > Amazon Connect.
Click Create Contact Flow.
Click Import Flow (Beta):
Acqueon-ACOC-Whisper-CUST
Acqueon-ACOC-Whisper-AGT
Select a contact flow. The contact flows are available here <insert file>. Click Import.
Click Save and then click Publish to complete importing this contact flow.
Perform step 1 to 5 to import the following contact flows and module:
1. Acqueon-AMD-TTS-ContactFlow
2. Acqueon-ACOC-Whisper-AGT
3. Acqueon-ACOC-Whisper-CUST
4. Acqueon-ACOC-Default-QUE
Configure the Amazon Connect Service Cloud Voice Lambda for CreateSalesforceCallObject module. Perform step 6 to step 8 in Configuring CPA in Amazon Connect.

Configuring CPA in Amazon Connect

Perform the following steps to configure Amazon Connect CPA for Native Amazon dialer:

Log in to the Amazon Web Services console.
Search and go to Amazon Connect.
Click AWS Amazon Connect Instance URL and log in to your Amazon Connect instance.
In the Amazon Connect Dashboard screen, go to Routing > Contact Flow.
The Contact Flows and Flow Modules lists the contact flows.
Click Create Flow Module and import the CreateSalesforceCallObject.
Configure the Amazon Connect Service Cloud Voice Lambda.
Click Save and Publish the module.
Open Acqueon-ContactFlow.
Click Import Contact Flow and import Acqueon-SCV-Default-AGT and Acqueon-SCV-Default-IVR contact flows.
In the Set customer queue flow screen, select Acqueon-Default-CustomerQueue.
After importing the contact flow, perform the following tasks:
1. Open Acqueon-Contact Flow.
2. Double-click on the Module and select the CreateSalesforceCallObject.
3. Double-click Transfer to flow and select Acqeuon-AgentwhisperFlow. Click Save.
4. Double-click Transfer to flow and select Acqueon-AMD-TTS-ContactFlow. Click Save.
5. Map the following modules and contact flow in Acqueon-SCV-Default-AGT and Acqueon-SCV-Default-IVR:
  1. Acqueon-ACOC-Default-QUE
After completing the above steps, update the instance value in the Campaign Manager database.
```
UPDATE OBD_MD_PlatformProvider 
SET isSCV = 1 
WHERE Platform_Provider_App_Name = '';
```

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Table of contents

Prerequisites
Importing Contact Flows