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amazon-connect / amazon-connect-salesforce-lambda

Apache License 2.0
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Support "agentless" recording (voicemail) #13

Open rectalogic opened 3 years ago

rectalogic commented 3 years ago

Setting recording behavior in a flow only works if the caller is connected to an agent, so it is not useful for voicemail. https://docs.aws.amazon.com/connect/latest/adminguide/set-up-recordings.html

Start media streaming can be used to record customer audio if "live media streaming" is enabled for Connect: https://docs.aws.amazon.com/connect/latest/adminguide/start-media-streaming.html https://docs.aws.amazon.com/connect/latest/adminguide/enable-live-media-streams.html

This solution could provision a lambda to save the kinesis audio stream to a WAV file in the existing S3 voice recordings bucket using something like this from the SCV voicemail solution: https://github.com/amazon-connect/amazon-connect-salesforce-scv/blob/master/Solutions/AWSSCV-VoicemailExpress/Code/awsscv_vmx_kvs_to_s3/awsscv_vmx_kvs_to_s3.js

Once the voicemail recording object is in S3, the CTR can be sent into the existing transcription/CTR import lambdas, rewriting the CTR Recording.Location entry from the Kinesis video ARN to the S3 bucket path so that it is processed like any other recording and ends up as a playable AC_ContactChannelAnalytics in Salesforce. https://github.com/amazon-connect/amazon-connect-salesforce-lambda/blob/master/sam-app/lambda_functions/sfExecuteTranscriptionStateMachine.py#L52

So I am proposing this solution be enhanced so that using Start media streaming in a contact flow results in a playable recording and transcript AC_ContactChannelAnalytics object in Salesforce.

andedavd commented 2 years ago

Hello, I just wanted to reach out and say we are looking into and investigating this feature request. Thank you!