How to create Agent Statuses in Amazon Connect?
To create Agent Statuses in Amazon Connect, please use the following steps: 1. Go to your Amazon Connect instance. 2. Select Agent Status option under Users. 3. Use "Add new ....
Tag: Salesforce Service Cloud Voice
Salesforce Service Cloud Voice Create Contact Center is Disabled
If Create Contact Center is disabled in Salesforce Service Cloud Voice Setup, then check the following. 1. Make sure "Contact Center Admin" Permission Set is assigned to you. 2. Make ....
How to debug Amazon Connect Flows?
"Enable Flow logs" should be enabled to troubleshoot and debug end-to-end Amazon Connect Flows. 1. Go to Amazon Connect in AWS Console. 2. Select the Amazon Connect instance. 3. Select ....
Response signature invalid Salesforce Voice with Amazon Connect
Exception: Response signature invalid (Service: AWSSecurityTokenV20111201; Status Code: 400; Error Code: InvalidIdentityToken; Request ID; Proxy: null). Please try again. Resolution: This issue occurs when the Idp Certificate used in the ....
How to use Omni-Channel Flow for routing Salesforce Voice Calls?
1. Create an Omni-Channel Flow. 2. Use InvokeTelephonyIntegrationApiFunction lambda from the Contact Flow. The lambda function after executing Omni-Channel Flow will return Agent ARN if the Omni-Channel Flow Routed to an ....
Request failed with status code 400 Salesforce Service Cloud Voice Exception
Exception: "category": "NO_CATEGORY", "context": [], "eventType": "SCV_RESPONSE_ERROR", "level": "error" "code": "ERR_BAD_REQUEST" "message": "Request failed with status code 400", "name": "AxiosError", "status": 400 Request failed with status code 400 Salesforce Service ....
Unsupported method: undefined Salesforce Service Cloud Voice Exception
Unsupported method: undefined Salesforce Service Cloud Voice Exception is thrown from InvokeTelephonyintegrationApiFunction lambda if the methodName parameter is not passed. Exception: "errorType": "Error", "errorMessage": "Unsupported method: undefined" To fix the ....
How to change Omni-Channel audio for Salesforce Service Cloud Voice?
Custom Audio file can be stored in Static Resource and configured in Phone Service Channel or Presence Configuration to change Omni-Channel audio for Salesforce Service Cloud Voice. Create a Salesforce Static ....
Salesforce Service Cloud Voice Real-time Transcription with Amazon Connect
"Real-time and post-call analytics" should be enabled on the "Set recording and analytics behavior" Contact Flow element for real-time transcription in Salesforce Service Cloud Voice with Amazon Connect. If the ....
Salesforce Service Cloud Voice Transcription from Amazon Connect
To have transcription in Salesforce Service Cloud Voice, the languageCode must be set, "Start media streaming" element should be invoked and finally the "kvsConsumerTrigger" lambda function should be invoked. The ....