Error in KVS process recording lambda

[monikadr]

Hello,

I see below error in KVSProcess recording lambda org.json.JSONException: JSONObject["agentId"] not found.

and here is the event - Record Data: { "AWSAccountId": "*****", "AWSContactTraceRecordFormatVersion": "2017-03-10", "Agent": null, "AgentConnectionAttempts": 0, "AnsweringMachineDetectionStatus": null, "Attributes": {}, "Campaign": { "CampaignId": null }, "Channel": "VOICE", "ConnectedToSystemTimestamp": "2023-10-01T06:44:49Z", "ContactDetails": {}, "ContactId": "****", "CustomerEndpoint": { "Address": "+1*", "Type": "TELEPHONE_NUMBER" }, "DisconnectReason": "CUSTOMER_DISCONNECT", "DisconnectTimestamp": "2023-10-01T06:44:50Z", "InitialContactId": null, "InitiationMethod": "INBOUND", "InitiationTimestamp": "2023-10-01T06:44:49Z", "InstanceARN": "*****", "LastUpdateTimestamp": "2023-10-01T06:45:57Z", "MediaStreams": [ { "Type": "AUDIO" } ], "NextContactId": null, "PreviousContactId": null, "Queue": null, "Recording": null, "Recordings": null, "References": [], "ScheduledTimestamp": null, "SystemEndpoint": { "Address": "+1**", "Type": "TELEPHONE_NUMBER" }, "TransferCompletedTimestamp": null, "TransferredToEndpoint": null, "VoiceIdResult": null }

This is happening in production, so please let me know what needs to be done

[virtualgill]

Hi there, can you provide some more details on your issue?

• Was this working previously?
• Is it failing for all voicemails or just some of them?
• Are you able to recreate it?

[monikadr]

Hello,

Voicemail are getting triggered correctly, My usecase is - we have voicemail enabled only when agents are not available to take the call and this voicemails is routed to only one agent always. So as per the functionality of voicemail is concerned it is working correctly.

But the KVS lambda function is triggered for every call that comes to the our AWS Connect number, if this call goes to a live agent then I see this error.

So question is why is this lambda function triggered for every call?

Also, I see some logging error in the cloduwatch logs this logging error is present for all the all i.e., the call navigated to agent or voicemail

[RayShonami]

@monikadr

I think I know the function you are talking about. This(KVS Process) function is used to process calls(Using kinesis) from Amazon Connect. It essentially reads every call and determines whether or not the call is a voicemail.

This error that you are seeing is because the function expects an agentId attribute to pass in every call but that is not always the case. So, because it cannot find the agentId, it throws this error.

[monikadr]

@RayShonami thank you for the information. I believe that is the default behavior and cannot be changed?

[RayShonami]

@monikadr Right.

If you wanted to change it, you would have to edit the function.

[RayShonami]

The function should just be updated to not throw this error message in this repo. As the error message is more confusing than helpful to normal users.

And doesn't necessarily explicitly state that the reason why the call failed to process was because it wasn't a voicemail recording. If it was a voicemail recording, obviously the agent id would be returned and stored as an attribute for the call. But since it's not, obviously the call is not a voicemail recording.

[davelemons]

Just an update that we are working on an update to this solution which will resolve this issue. No guarantees, but we are working to release an update in Q1 2024