URGENT: AWSSCV Salesforce Validator function error - No module named '_cffi_backend'

[sureka-ark]

Hi Team,

We are facing this issue while configuring VMX. We have created a stack that is failing when we validate

Can someone help us what is wrong in this.

Attaching our file path here

[dougjaso]

Which version have you deployed? And are you on Service Cloud Voice?

[sureka-ark]

Hi Jason,

We have deployed python v3.11 and yes we are on SCV Our telephony partner is amazon connect

Yesterday, while investigating this issue, We just renamed the zip file name to awsscv_common_python.zip Sometimes it is giving success message, sometimes throwing the same error(no module error). Can you please guide us on this.

[dougjaso]

By version, I mean the version of VMX that you are deploying. Core example, the current version is 2024.02.28. You will see the version number at the top of the code for any of the Lambda functions.

The more important question is: Why are you using this voicemail solution instead of the native voicemail option that is included with Service Cloud Voice?

[sureka-ark]

Hi Jason,

We are just supporting on this and we are planning to create a new working environment for that we are just following the steps mentioned in Github., what exactly is native voicemail option included in SCV I'm not sure about this. Could you please explain a bit more on this or kindly share related documents.

Can u also let us know how to check the version of the lambda code?

[dougjaso]

More information on the native option can be found here. Effectively, Salesforce ported this architecture into their codebase and modified it to better integrate with SCV. Unless you are coming from a legacy SCV deployment that already used VoiceMail Express, you should be using the native option from Salesforce.

[Gopalakrishnareddyavuthu]

Hi @dougjaso Even we are seeing this issue when we try installing VoiceMail Express. We have this solution already in Production.

This issue is in our Sandbox, Since the solution is not working in Sandbox, We have tried to remove to configure it back from scratch. However, Validation is failed with same error.

We did not face this previously.

[sureka-ark]

Hi @Gopalakrishnareddyavuthu , Did u found anything on this issue?

[Gopalakrishnareddyavuthu]

No @sureka-ark. Wating for @dougjaso to check on this as it looks it is impacting all the new implementations recently.

[dougjaso]

I'm trying to determine what has changed. This happened once before. Standby.

[dougjaso]

@Gopalakrishnareddyavuthu . @sureka-ark

While I still evaluate what has happened, i believe that I can solve for it by adding an additional layer on the packager function. Testing has solved this for the validation function.

1. Download the patch layer
2. Create a new lambda layer, naming it whatever you like
3. Set the runtime for the layer to Python 3.11
4. Use the downloaded patch_layer.zip and use it as the source for the new layer
5. Save the layer
6. For both the validator and the packager functions, ADD this new layer as a new layer.
7. Test the validator function first. If that succeeds, try a voicemail.

Hopefully this solves the problem.

[Gopalakrishnareddyavuthu]

@dougjaso Thank you. Validation is now successful after adding the patch layer. I tried a Voicemail but case creation failed.

Checked the Packager logs and the error is not conclusive. I have tried both Queue Routing and Agent Routing, verified all the setup.

[dougjaso]

Checking now in a clean environment

[dougjaso]

@Gopalakrishnareddyavuthu can you please double check settings and the AWS_Utility user, app and permission sets? This is working for me on a completely clean envirnoment with no changes other than adding. the patch layer.

[Gopalakrishnareddyavuthu]

@dougjaso I have verified all the settings and everything seems to be fine.

In the Packager code, I had to add the custom field names directly instead of below format which is trying to retrieve the field name.

           os.environ['sf_vmx_phone_field']: writer_payload['json_attributes']['vmx_from'],
            os.environ['sf_vmx_attributes']: json.dumps(writer_payload['json_attributes']),
            os.environ['sf_vmx_field']: sf_formatted_url

   Once this is done, Case creation is successful.

   I think we can mark this as closed. However, Can you clarify if possible why the above format did not work(Only if you get some time).

[Gopalakrishnareddyavuthu]

@dougjaso Please ignore above comment, While creating, we did not replace the field names. This is sorted.

[dougjaso]

Issue resolved. Current fix is to perform the following:

1. Download the patch layer
2. Create a new lambda layer, naming it whatever you like
3. Set the runtime for the layer to Python 3.11
4. Use the downloaded patch_layer.zip and use it as the source for the new layer
5. Save the layer
6. For both the validator and the packager functions, ADD this new layer as a new layer.
7. Test the validator function first. If that succeeds, try a voicemail.

Next release will incorporate this fix.