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            Transfer Voice Calls with Omni-Channel Unified Routing

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            Transfer Voice Calls with Omni-Channel Unified Routing

            Transfer voice calls from one rep to a rep, queue, or Omni-Channel flow. Transferring to a flow allows you to use complex business logic and skill-based criteria within the flow to determine the next transfer target. Use Salesforce for last-mile routing with Omni-Channel Unified Routing instead of routing calls with Amazon Connect.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
            To create and manage a contact center: Contact Center Admin

            Before you begin, Configure Omni-Channel Unified Routing for a contact center. For call transfers, your contact center must have a holding queue in Salesforce that’s mapped to a working queue in Amazon Connect.

            Configure Call Transfers with Omni-Channel Flows in Amazon Connect

            First, take the next steps to configure voice call transfers with Omni-Channel Unified Routing in Amazon Connect.

            1. To go to the Amazon Connect Admin Dashboard associated with your contact center, navigate to the Contact Center Details section in Salesforce and click Telephony Provider Settings.
            2. In Amazon Connect, select Routing, then Flows.
              Note
              Note
              • New contact centers include access to Unified Routing sample flows directly in Amazon Connect. For preexisting contact centers, download JSON files from the Sample Service Cloud Voice flows page in GitHub and import them into your Amazon Connect instance. Select Create flow to import instead of selecting a specific flow type. For instructions on how to import flows, see the Import/export flows page in the Amazon Connect Administrator Guide. After importing, make sure to update Invoke AWS Lambda function blocks by selecting a lambda that matches your contact center instance.
              • These instructions reference sample Amazon Connect flows for admins setting up Omni-Channel Unified Routing in a brand new contact center. For a contact center with preexisting flows, interpret the steps and referenced flows according to your current setup.
            3. Edit the Sample SCV Transfer Flow For Omni Routing Transfers flow or your preexisting transfers flow according to your business needs.
              While Salesforce provides sample Amazon Connect flows as a reference, each organization usually adds unique business logic to their flow implementations. If you are updating an Amazon Connect flow to enable transfers with Omni-Channel Unified Routing, reference the example flow (Sample SCV Transfer Flow For Omni Routing Transfers) and keep these considerations and requirements in mind.
              Sample SCV Omni-Channel Subflow For Omni Routing Transfers with callouts on a Set routing criteria block, Invoke AWS Lambda function block, and Set working queue block
              1. Include a Set routing criteria block (1) before the Invoke AWS Lambda function block that invokes the routeVoiceCall method.
                Note
                Note If you’re an existing Omni-Channel Unified Routing customer and you use the executeOmniFlow method to transfer to a rep or queue, we recommend migrating to the routeVoiceCall method. The routeVoiceCall method supports transfer to flow as well as transfer to rep and queue.
                Set routing criteria block with Set manually selected, Requirements lists a Requirement type of Predefined attribute and a Routing (True) >= 1 requirement and Expiration set to Never expire.
              2. The Invoke AWS Lambda function block should call the routeVoiceCall method for the InvokeTelephonyIntegrationAPIFunction for your contact center. The block should have a Destination Key of routingTarget set dynamically to a Namespace of User-defined and Key of transferTarget. We automatically populate the transfer target value based on the rep’s selected transfer target.
                Invoke AWS Lambda function block with two function input parameters. First has Destination Key methodName, Set manually selected, and Value of routeVoiceCall. Second has Destination Key of routingTarget, Set dynamically selected, Namespace is User defined, and Key is transferTarget
              3. To use the holding queue approach that we recommend, the Set working queue block (3) should be set By Queue manually to the working (holding) queue.
                Set working queue block with By queue selected, Set manually selected, and the holding queue selected
            4. Save your work and publish the flow.
            5. In Amazon Connect, select Routing and then select Quick connects.
            6. Select Quick Connect for Omni-Channel Flow Transfers.
            7. In Quick connect details, under Flows, select the name of the Amazon Connect contact flow that you edited in Step 4: Sample SCV Transfer Flow For Omni Routing Transfers.
              For the Quick connect details, Type is Queue, Queue is BasicQueue, and the selected Flow is Sample SCV Transfer Flow For Omni Routing Transfers
            8. To configure external phone numbers to show up as transfer targets so reps can transfer voice calls to external contacts outside of your Salesforce org, add a quick connect for each external phone number and add these to the queues.

            Finalize Call Transfers with Omni-Channel Flows in Salesforce

            Configure the final steps for voice call transfers with Omni-Channel Unified Routing in Salesforce.

            1. From Setup, enter and select Amazon Contact Centers. Select your Amazon Connect Contact Center.
            2. In the Contact Center Details section, in the Quick Connect for Omni-Channel Flow Transfers field select the Quick Connect for Omni-Channel Flow Transfers Amazon Connect quick connect.
              Select the Quick Connect for Omni-Channel Flow Transfers in the Contact Center details

            See Also

             
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