Salesforce Service Cloud Voice with Amazon connect

If you use Salesforce Service Cloud Voice (SCV), follow the steps in this article in order to set up your integration with Gong.

Step 1: Set up Amazon Connect to store calls in S3

1. In your AWS Console, go to Amazon Connect settings > Data Storage.

2. Make sure your Call recordings are enabeld.

   

3. If the Call recordings were not enabled, choose the S3 bucket to store the call recordings.

   

Step 2: Configure CTRs to be stored in S3

You will already have a kinesis stream for your CTR logs. Connect the kinesis stream to a firehose delivery stream as follows:

1. Login to you AWS console and create a Kinesis Firehose. See Amazon's documentation on how to create a Kinesis Firehose.

2. Configure the Kinesis settings as follows:

   1. Select the source and destination as follows:

      • Source: AmazonKinesis Data Streams

      • Destination: Amazon S3

   2. In the Source settings, select your CTR log Kinesis stream.

   3. In Delivery stream name, provide a meaningful name.

   4. In Transform and convert records:

      1. Data transformation must be disabled

      2. Record format conversion must be disabled

   5. In Destination settings enter the following:

      1. S3 bucket: enter s3://

      2. S3 bucket prefix: enter ctr/

      3. Click Create delivery system. It takes approximately 5 minutes for the delivery system to be created.

Step 3: Set up a custom contact flow

If your Amazon connect instance is configured to use Salesforce SSO, the userId in the CTR file is the Id for the Salesforce user, and not the Gong user email. The userId is used to associate the call with the Gong user. Therefore, you must set up a flow which utilizes functions to retrieve the correct email address and save it in the CTR file.

To set up the custom contact flow:

1. Create a lambda function, which accepts an agent ARN and returns the agent’s email address.

2. Set up a custom contact flow which is triggered when a call is made. The flow runs the lambda function which retrieves the user's email address and then runs the Set contact attributesblock which assigns the email to the Agent_email attribute in the CTR file.

    

Step 4: Ensure Gong can access both S3 buckets

There are 2 ways you can give Gong access to your S3 buckets:

1. Create general access credentials for both S3 buckets, and set Gong to retrieve CTR/metadata files and audio/recordings using those credentials.

2. Contact Gong support to define a dedicated user to access both S3 buckets to retrieve CTR/metadata files and audio/recordings.

Whatever way you chose, make sure that you have all the information you need to enable the integration:

• AWS S3 access key ID (for general access method only)

• AWS S3 secret access key (for general access method only)

• S3 path - the file path to the CTR files set up in step 2.

Step 5: Enable the Gong-Amazon Connect integration

Before you begin: Make sure that there is at least one call from the past week in the call recording and CTR S3 buckets. This call is used to validate the path when the integration is enabled.

1. In Gong, click Company settings > Data Capture > Telephony systems.

2. Click + Add telephony system and then choose Amazon Connect.

3. According to your chosen access method, enter:

   • S3 Access Key ID (for general access method only)

   • S3 Secret Access Key (for general access method only)

   • The S3 region of the S3 bucket

4. Add the S3 metadata path. This is the path to the metadata files in the folder structure you set up in step 2.

   We get the location of the call recording from the metadata (CTR) file, so there's no need to specify it.

5. Select the Speaker Channel to the desired channel.

6. Click CONNECT.