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
4.Parameters required for Extension data look up service
1.Extension Lookup ID
2.Org Id
3.PBX ID
4.IVR Id
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. |
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