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Salesforce·/u/sir_meowmixalot·2 days ago
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I'm hitting a wall attempting to implement Skills-Based Routing (SBR) using Service Cloud Voice (SCV) with Amazon Connect, and I could really use an example of a working architecture. The Setup: Amazon Connect Contact Flow: Captures user inputs for Language, Product, and Location. It uses Set contact attributes to store these values. Salesforce Omni-Channel Flow: A simple flow designed to look at those attributes, determine the required skills, and route the call. The Problem: When a live call comes in, the Omni-Flow doesn't seem to execute with the inbound data, and the call fails to route via skills. The Weird Nuances: Debug Works: If I manually run a debug on the Omni-Channel Flow using a target VoiceCall.Id, it routes perfectly on skill and populates the data from AWS exactly as expected. The Ghost Sync: Even when I don't debug, if I look at the VoiceCall record 10–15 minutes after the call ends, all the custom attributes from AWS are populated on the record.…

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