Log Amazon Connect Calls in Salesforce



Can anyone help me understand the call logging functionalities provided by the Amazon Connect CTI Adapter for Salesforce.
We need to log the below fields:
Direction: inbound/outbound
Call from
Call to
Time of call (which time zone?)
Answered by
Lengh of phone call
Queue name
Contact Trace Record URL

Any pointers regarding how to go about this?
Thanks in advance!

asked 2 years ago433 views
6 Answers


answered 2 years ago
  • Hey! How did you wind up resolving this. I'm trying to find the best way to get all the relationships firing so we can display the CCA in as many places as it makes sense. I can get it to show on cases with the Case field amazonconnect__AC_Contact_Id__c. I can't however for the life of me figure the best way to tackle relating to the contact since I can't update the CCA, or CTR mid call.

answered 2 years ago

I did check the document but could not locate anything related to call logging particularly.
Would you please share any relevant snippet/page number/anything else that you come across in the docs?


answered 2 years ago

Thanks a lot!
While this helps greatly the CTI Flow does not pass all the available values to the Task object ex. customer phone number.
If I had to save some other details to fields like Phone, Description etc how can that be done?
Can you please help me understand how the otherTaskFields in the task block can be used to save these details?
Or is there any other way?

answered 2 years ago

Thank you @DanBloy
This is exactly what I was looking for.
While this is greatly helpful it does not save all the available fields on the Task records ex. Customer Phone Number.
How can we store details in fields other than the ones on the task block? Ex. Phone, Description etc
Can you please help me understand how to use the otherTaskFields on the task block?
I tried to put this custom field in the key "Customer_Phone_Number__c" and use "rawPhoneNumber" as the value. It did not copy the value.
"Description" and "Hello" worked though
Or if there is any other way to achieve this?

Edited by: vkondha on May 20, 2021 3:53 AM

answered 2 years ago

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