Automatic Call Distribution for Salesforce
Account Owner Extension Lookup
1.Goal - Get the extension number of the account owner of the caller from the Salesforce to do the call distribution.
2. Extension look up service - Help
3.Automatic Call Distribution for Salesforce set up for Account Owner Extension Look Up. Default set up available with Automatic Call Distribution for Salesforce
4.Parameters required for Extension data lookup service
1.Extension Lookup ID
2.Org Id
3.PBX ID
4.Caller Id
Amazon Connect changes for Account Owner Extension Look Up
| 1. Create a AWS lambda function for extension look up which will send the required parameters to the extension look up service and will return the extension number of the account owner of the caller found in Salesforce. |
2. Create contact flow in Amazon Connect to call the lambda function and distribute the call to the extension number returned by the lambda.
Note : To test any Automatic Call Distribution for Salesforce set up ,you can use Custom Configuration Test Tool available in PBX test tool
