Non-Tethered Model for Service Cloud Voice

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:

• CreateSalesforceCallObject: This module is used to update the customer call object information to Service Cloud Voice. You must import the CreateSalesforceCallObject as a module, not as a contact flow.

• Acqueon-AMD-TTS-ContactFlow: This contact flow is used to play the answering machine treatment message.

• Acqueon-ContactFlow: This is the master contact flow for Predictive, Progressive, and Progressive IVR. This is used to branch to other contact flows.

• Acqeuon-AgentwhisperFlow: This flow uses an Agent whisper flow to play a message for the agent when the call is assigned to an agent. Customer does not hear this message.

• Acqueon-Default-CustomerQueue: This represents the Customer Queue Contact flow, used to control the customer experience during the queue period before connecting with an agent. Customer queue flows are designed to be interruptible and involve actions such as playing an audio clip to apologize for any delay and providing the option for a Callback. This flow leverages the Transfer to Queue block.

Perform the following steps to import the contact flows:

1. Log in to the AWS Console > Amazon Connect.

   

2. Click Create Contact Flow.

   

3. Click Import Flow (Beta):

   Acqueon-ACOC-Whisper-CUST

   Acqueon-ACOC-Whisper-AGT

   

4. Select a contact flow. The contact flows are available here <insert file>. Click Import.

   

5. Click Save and then click Publish to complete importing this contact flow.

6. Perform step 1 to 5 to import the following contact flows and module:

   1. Acqueon-AMD-TTS-ContactFlow

   2. Acqueon-ContactFlow

   3. Acqeuon-AgentwhisperFlow

   4. Acqueon-Default-CustomerQueue

7. 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:

1. Log in to the Amazon Web Services console.

   

2. Search and go to Amazon Connect.

3. Click AWS Amazon Connect Instance URL and log in to your Amazon Connect instance.

   

4. In the Amazon Connect Dashboard screen, go to Routing > Contact Flow.

   

5. The Contact Flows and Flow Modules lists the contact flows.

   

6. Click Create Flow Module and import the CreateSalesforceCallObject.

   

7. Configure the Amazon Connect Service Cloud Voice Lambda.

   

8. Click Save and Publish the module.

9. Open Acqueon-ContactFlow.

10. Click Import Contact Flow and import Acqueon-SCV-Default-AGT and Acqueon-SCV-Default-IVR contact flows.

    

11. In the Set customer queue flow screen, select Acqueon-Default-CustomerQueue.

    

12. 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

Configure Amazon Event Bridge

Configure the Event Bridge to receive the real-time events.

Perform the following steps:

1. Go to the Amazon Event Bridge from the logged-in AWS Console page.

2. Select API destinations from the left pane and Click Create API destination.

   

3. Select Create a new API destination.

   

4. Enter a Name and a Description for the destination.

5. Provide the API destination endpoint. For example, https://<FQDN>/<TenantName>AECATI_AmazonAdapter/api/Customer/Event

   

6. Select the HTTP method as POST.

7. Select Create a New Connection.

8. Enter a Name and a Description in the Connection section. Select the Authorization type as Basic (Username/Password). Provide the username and password for access.

9. Select the Destination type as Other.

10. In the Authorization type section, select Basic (Username/Password).

    

11. Enter a Username and a Password.

12. Click Create to complete creating your API destination.

    

13. Go to the Rules option in the left menu pane. Enter a Name and Description and click Next.

    

14. Select the AWS events or Event bridge partner events. Skip the Sample event section.

    

15. In the Event Pattern screen, select Custom Patterns (JSON Editor). Following is a sample event pattern.

    { 
    "source": 
    [ "aws.connect",
    "custom.connect" ], 
    "detail-type": 
    [ "Amazon Connect Contact Event" ], 
    "resources": [ "arn:aws:connect: 
    ["<Amazon Connect Instance ARN need to be filled>"] ], 
    "detail": { "initiationMethod": [ "API", "OUTBOUND" ], 
    "channel": [ "VOICE" ] 
    } 
    }

16. Click Next.

17. Select EventBridge API destination.

    

18. Select Use an existing API destination option. Select the API Destination created earlier from the dropdown list.

19. Click Next.

    

20. Skip the Configure tags page and click Next.

    

21. Add a second target.

    

22. In the Target types section, select AWS service.

23. In the Select a target dropdown list, select Cloudwatch log group.

24. Enter a name for the Cloudwatch log group.

25. Click Next.

26. In the Review and Create section, click Create rule.