#DSOfficeHours0 discutindo

Agents are reporting that they are being set to offline due to missing a call. The agent does not hear a ring, and in many cases, Omni displays as a blank window that looks like a call should be presented to the agent. For a split second, we see an unfamiliar error (“We couldn’t create the call record, so the call was rerouted. Wait for the next call.”) in Omni. Then the agent is set to Offline and the more familiar "You missed a call..." error is displayed. I found reference to this new error indicating that it displays if the agent does not attend (act on?) the Voice Call within 20 seconds, however there’s nothing the agent can do with the blank Omni tab. The attached PDF documents what agents are experiencing.

After the agent goes back "Available", a call does get successfully routed to them. We assume that call is the same one that error earlier.

Our CloudWatch logs show nothing indicating a cause, but since it's seems a SF/Omni issue, I wouldn't expect to find any errors there.

On the SF end, we've confirmed the browser has access to mic/headset (plus the next call routes as expected), no other Omni / Salesforce browser windows are open, etc. We checked all typical troubleshooting areas.

Has anyone run into this error before and/or experienced the "no ring/blank Omni window" before?

@Larry Hall @Peter Jones

Voice call transcripts are stored as ConversationEntry records, earlier we were able to query these records and message field would be empty. 

But due to some recent changes we are not able to  query ConversationEntry records. It always shows 0 records, though we can the transcripts on Voice Call.

We could see them only via Connect API, but could you help us know if this change is expected that we no longer could query  ConversationEntry records.

This is happening only on customer sandboxes and not in developer edition or SDO orgs.

Any insights on this would be helpful.

How do we create Service Cloud voice reporting?

• Avg Handle Time
• Avg Wait Time
• Number of Calls by Date, Agent, Category
• Number of Abandons
• Number of Voicemails

Are these:

• Created as Salesforce Reports?
• Created in AWS?
• Already included after Service Cloud Voice is enabled?

I can't find any documentation on this.  Thanks in advance.

@Larry Hall

@Peter Jones

@Rich McGuire

When manually making an outbound call through Amazon Connect (NOT using Amazon's campaigns feature), is there a way to have Amazon wait for a voicemail/answering machine beep before playing a recorded message?

Backstory:  Here's the steps I've taken so far with setting up a voicemail drop:

1. Created a pre-recorded voicemail in Telephony Settings by following the instructions at https://docs.aws.amazon.com/connect/latest/adminguide/prompts.html#howto-prompts
2. Created a simple contact flow with just a Play Prompt element that plays the recorded prompt
3. In my main outbound flow, added a “Set disconnect flow” block that points to the flow in #2
4. Set my main outbound flow as the default flow for my queue

When I make an outbound call and wait for the voicemail prompt to finish before I disconnect, the recorded voicemail plays as expected and as the receiver, I can get the voicemail message.  BUT I have to stay on the line until the voicemail prompt finishes playing.  Otherwise the pre-recorded message will start playing right away, as soon as I hang up, but before the recipient’s voicemail is ready to record.

I found a block named “Check call progress” (https://docs.aws.amazon.com/connect/latest/adminguide/check-call-progress.html) that would let me branch call logic based on whether a voicemail occurred or not but the documentation says it only works with outbound campaigns.  I tried adding the block to my voicemail subflow anyway just to see what would happen, but this caused an error and no voicemail was left. 

We are noticing that missed calls are getting stuck in queue and appearing as "Inbound" for several days and not being routed or getting cleared.

We have been able to clear the queues by removing and adding "routing configuration" to the impacted queues. However, this seems to be an ongoing issue.

Any help is appreciated!

Thanks,

Jawad 

#DSOfficeHours

We are needing to build a multi-language Contact Flow, ie. "Press 1 for English, Press 2 for Spanish (in Spanish)..." and then have the remaining prompts translated in that selected language.

I found this article: https://aws.amazon.com/blogs/contact-center/build-multilingual-voice-experiences-in-amazon-connect/

...but I was wondering if anyone here has implemented/found best practices in implementing a solution.

Thank you for the support!

I hosted a training course last week where I covered the basics of Voice with a group within our organization.  Below are a few questions I didn't have great answers to that I was hoping might be answered on #DSOfficeHours:

1. How does data storage come into play when thinking about the volume of conversation transcripts and call recordings?  Where are these stored?
2. When a call is transferred to another agent, is the behavior such that a new Voice Call Record is created and the previous one captures the call end date/time when the first agent drops?  I see the InvokeTelephonyIntegrationApiFunction has a methodName of createTransferVC.  Curious if there is documentation I should be reviewing about how to properly use that in the Contact Flow.  But if the transfer is initiated by an agent in the CCP, I'm not sure I understand how this would work.
3. What has been the experience for lead time for clients to port their desired phone numbers in preparation for a new call center?  Our previous experience with SMS and Marketing Cloud often had long lead times that could delay go-lives for weeks.

Thanks for the help!