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Automatic Call Distribution for Salesforce

 

Data Lookup

 

1.Goal - Get the name of the caller from the Salesforce on basis of the caller number to greet the caller like Hello Sara Jones.

 

2. Data lookup service expanation - Help

 

3.Automatic Call Distribution for Salesforce set up for Name Lookup. Default set up available with Automatic Call Distribution for Salesforce

 

AC_NameLookUp

NameLookUp_2

 

4.Parameters required for Name data lookup service

 

1.Data Lookup ID

 

AC_NameLookUp

 

2.Org Id

3.PBX ID

 

MainSetUp_PBXID

 

4.Caller Id

5.PBX Token

 

Amazon Connect changes for Name Look Up

 
1. Create a AWS lambda function for data look up which will send the required parameters to the data look up service and will return the name of the contact found in Salesforce.
 
Lambda_DataLookUp_0

Lambda_DataLookUp

 

2. Create contact flow in Amazon Connect to call the lambda function and use play prompt control Text to Speech feature to greet the user with name returned by the lambda function.

 

PartnerGreetUserFlow_1

 

PartnerGreetUserFlow_2

 

 

 

 

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