How do I troubleshoot issues with Voicemail Express for Amazon Connect?

Resolution

Voicemail Express for Amazon Connect provides automated voicemail capabilities for Amazon Connect. For more information, see Voicemail Express V3 on the GitHub website. Based on your issue, complete the steps in the following section.

Note: Voicemail Express for Amazon Connect uses AWS Lambda logging. When troubleshooting issues, you might need to change the logging level to print more information.

Agents don't receive their voicemails and transcripts

When you launch the AWS CloudFormation stack, you must enter a parameter for Delivery Email (VMToEmailDefaultFrom). If you don't specify the email_from attribute in your contact flow, then Voicemail Express uses the default From email. To receive emails for voicemails and transcripts, you must verify the Delivery Email.

The contact flow must have the following attributes configured:

• The vmx3_mode attribute must be set to email.
• The entity_type attribute must be set to agent and the agent has an email added to them in Amazon Connect user management.

If the logs indicate that the email is sent but not received, then turn on Amazon Simple Email Service (Amazon SES) event publishing for more information on the delivery issues.

Agents don't receive the tasks for their voicemails and transcripts

For Tasks, must have the following attributes configured in the contact flow:

• The vmx3_mode attribute must be set to task.
• The vmx3_task_flow attribute must be set to a valid flow for the task to run.
• The routing profiles have tasks turned on in the Channel Settings.

Queues don't receive emails for the voicemails and transcripts

If your queues don't receive emails for the voicemails and transcripts from calls, then review your call flow configurations. Make sure that the vmx3_queue_email attribute has the value of email for your standard queue tags. The vmx3_mode attribute must also be set to email.

The audio file isn't generated in an Amazon S3 bucket

Use Voicemail Express to extract the voicemail from the Amazon Kinesis Video Stream audio and write the file to Amazon Simple Storage Service (Amazon S3). Voicemail Express uses an Amazon Connect contact record as an Amazon Kinesis trigger on a Lambda function. For the function to start, the contact trace record (CTR) must satisfy the Kinesis trigger filter condition.

To make sure that the audio file is generated, complete the following tasks:

• Turn on the live media streaming option and set the retention period to a value greater than 1 hour. For more information, see Voicemail Express prerequisites on the GitHub website.
• Update the Kinesis trigger to be active for the Lambda function VMX3-KVStoS3-XXXX.
• The vmx3_flag attribute is set to a value of 1 in your flow. For more information, see High-level overview of Voicemail Express on the GitHub website.

Transcripts aren't generated in an Amazon S3 bucket

Voicemail Express uses Amazon EventBridge events to start a Lambda function when the audio is saved to Amazon S3. The Lambda function VMX3-Transcriber-XXXX generates the transcripts from the audio and stores the transcripts in Amazon S3. If the Lambda function fails, then the VMX3-TranscribeErrorHandler-XXXX function starts. To find out why the function fails, review the Lambda logs.

To make sure that the transcripts are generated, complete the following tasks:

• Update the EventBridge trigger to be active for the Lambda function VMX3-Transcriber-XXXX.
• Verify that the Lambda function VMX3-KVStoS3-XXXX generated an audio file, and that the audio file is in the S3 bucket.

You have issues with the CloudFormation stack deployment

If you have issues with the CloudFormation stack deployment, then check the CloudFormation stack events for error messages. The error message looks similar to the following example:

CREATE_FAILED, ROLLBACK_COMPLETE.

For more information, see View stack information from the CloudFormation console.

Related information

Voicemail Express prerequisites on the GitHub website

Installing Voicemail Express on the GitHub website

voicemail-express-amazon-connect on the GitHub website