Salesforce Service Cloud Voice — Part 3: Amazon Connect
This story is the third in a series about Salesforce Service Cloud Voice. If you haven’t read the previous ones, please use these links:
Salesforce Service Cloud Voice — Part 1: Introduction
Salesforce Service Cloud Voice — Part 2: The Building Blocks
In this story, I will delve into the finer details of the set up required in Amazon Connect, if you need to use your own Amazon Connect (AWS account). For this story, we’ll assume that you are using your own Amazon Connect, rather than the Salesforce provided Amazon Connect.
Amazon Connect Components
Following are the main components in Amazon Connect that needs to be set up for a Contact Center.
- Phone Number
- Queue
- Routing Profile
- Users (Agents)
- Contact Flows
Let’s drill down into the details of what each of these are and how can they be set up for a customised solution. Please note that Amazon Connect instance, by default provides most of these components, and it could be activated with least customisation. However this story will focus on the customisations that most businesses would need to do to make the IVR (Interactive Voice…
