Amazon Connect :VoiceMail Express: Create a case in Salesforce parameters

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Hello,

We have set up Service Cloud Voice in Salesforce with Amazon contact center. We have installed the Voicemail Express package from GitHub. Then, when the customer press 3 to leave a voicemail message, it is creating a Voice Call Record and a case later on with a link to the voicemail message in salesforce. However, the voice call record is not related to that case, it's too bad because we loose the contact information ( in Salesforce, the phone number of the incoming call is associated to a contact if it exists ). We would like to link the VoiceCallId to the Case when it is created in Salesforce but I don't find what is creating this case and I don't find neither where to add this parameter, can you help me please?

Thank you.

1 Answer
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The case creation with Voicemail Express is done via a Lambda function 'sub_salesforce_case.py'

There are a few options you could use to link these records.

  1. Create a new Lambda function to query salesforce for the voice call record, and then link it to the case. You could invoke this function from sub_salesforce_case.py and pass the created case number as a parameter to the child function.
  2. You could also use Lightning Flows to implement a similar style of logic in Salesforce via Process Builder
AWS
answered 2 years ago

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