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Automatic Call Distribution for Salesforce

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Case Owner Extension Look Up

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Case Owner Extension Lookup

 

1.Goal - Get the extension number of the case owner of the case number entered by 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 Case Owner Extension Look Up

 

CaseNumberExtensionLookUp

CaseNumberExtensionLookUp_2

 

 

4.Parameters required for Extension data look up service

 

1.Extension Lookup ID

 

CaseNumberExtensionLookUp

 

2.Org Id

3.PBX ID

 

MainSetUp_PBXID

 

4.IVR Id

5.PBX Token

 

Amazon Connect changes for Case Owner Extension Lookup

 
1. Create a AWS lambda function for extension look up which will send the required parameters to the extension look up service. It will return the extension number of the case owner doing a search and using the case number from the IVR input.

Lambda_ExtLookUp_0

lambda_ExtLookUp

 

2. Create contact flow in Amazon Connect to call the lambda function and distribute the call to the extension number returned by the lambda.

 

 

IVRExtLookUp_1

 

IVRExtlookUp_2

 

 

Note : To test any Automatic Call Distribution for Salesforce set up, you can use Custom Configuration Test Tool available in PBX test tool