Integrate Voice Connectors with Einstein Conversation Insights

Amazon Connect when used with Salesforce Voice with Amazon Connect is supported separately. Use the process here to integrate Amazon Support with ECI without Service Cloud Voice.

Follow these tasks to integrate supported voice providers with Einstein Conversation Insights. The tasks and guidelines outlined here apply to all providers. Each provider also includes unique configuration steps, which are described in separate guides for each provider.

This video describes how to integrate voice connectors with the Voice Connector app.

View this video in a separate tab.

• Prepare to Set Up Voice Connectors
  Consider the requirements before setting up voice connectors.
• Install the Voice Connector App
  Download the Voice Connector package from AppExchange or the provided link and install the app.
• Launch the Voice Connector App
  Open the Voice Connector app from the App Launcher and select the provider you want to connect.
• Configure the Voice Connector
  Go through the configuration steps described in the linked documents for each connector. These steps are the bulk of the work required for connecting the voice provider.
• Assign an Integration User
  Assign the integration user for the voice connector app. The signed-in user is assigned as the integration user, so consider creating a separate user dedicated to third-party integrations with Einstein Conversation Insights.
• Manage Excluded Numbers for Voice Connectors
  Voice calls aren't processed if any meeting attendee is on the excluded number list. Add numbers related to calls that you don’t want processed. This step is optional.
• Enable Voice Connector Integration
  Turn on the integration as the final step. The activation step order differs slightly depending on whether you want to automatically process calls from the past week.
• Enable Variable Phone Number Support for ECI Voice Connectors
  To use variable phone number support for ECI Voice Connectors, make sure that the relevant user identifier fields are visible on the User object and these fields are added to the user layout.
• Guidelines for Starting to Use Voice Connectors
  Make sure sales and service teams record calls to start using Einstein Conversation Insights. We recommend testing a call to make sure everything’s set up correctly.
• Troubleshooting Voice Connector Issues
  Check common issues as you troubleshoot voice connector issues.
• Disable Voice Connector Integration
  Turn off the integration if you don’t want to give Einstein Conversation Insights access to the voice connector. Make sure you also stop the scheduled jobs related to the connector.