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Hi,
Did you install the CTI Flow for this? Here is the example flow: https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/lightning/appendices/appendix-d-cti-flow-examples/01-cti-flow-examples/#screen-pop-a-case-on-contact-attribute-data-if-it-exists-or-pop-a-new-case-if-it-does-not
This flow expects the contact attribute to be caseNumber
Thx Dan
answered 2 years ago
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Hi Dan, we applied the CTI flow and I updated my call flow to use caseNumber attribute and the screen pop worked. While testing in the IVR if the customer doesn't enter a case number I would like it search the caller ID for contacts in salesforce. How do we get that done if a case number is not entered.
Great.
Please accept my comment as the correct answer.
To return case from the phone number you can use queryOne. Here is an example from the docs. Modify this to your needs. https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/lightning/salesforce-lambdas/01-contact-flow-salesforce-lambdas/#salesforce-queryone
Thx Dan