Configuring Contact Center to send call recordings to Zendesk (writeback)

Enable call recording writeback by activating AWS Lambda functions. This setup sends call transcripts to tickets after a voice call. Start by turning on the voice post-call Lambda, and repeat for ContactLensEventsLambda and CTRIngestLambda. Remember to disable triggers on old Lambdas before enabling them on new ones if a dual-stack upgrade is performed. Refer to Amazon's documentation for the latest Lambda usage details.


To configure Contact Center to send call recordings back to Zendesk following a
call (known as writeback), turn on the voice post-call Lambda in AWS.


Tip: AWS Lambda is a service that lets you run code without setting
up or managing servers. It's useful for tasks that only need to happen once in a
while, like responding to a user clicking a button or a file being uploaded.

To turn on writeback


Important: For the latest information about using Lambdas in the Amazon
Console, see Amazon's product documentation.


In your AWS console, go to the Lambda page.
In the Functions section of the page, search for "post". This will return a function
called "VoicePostCa".
Click the function to open it and, on the function overview page, click
Configuration > Triggers.
From the list of triggers, select the checkbox for Kinesis, then click
Edit.

On the Edit trigger page, click Activate trigger.

Click Save.
From the list of triggers, click the hyperlink next to the EventBridge
trigger.

On the EventBridge rule details page, click Enable.

Repeat the above steps for the following Lambda functions:
ContactLensEventsLambda: Process Contact Lens analytics and rules
events to add to tickets.
CTRIngestLambda: Ingest and parse Contact Trace Records (CTR) to
add call metadata to tickets.
Note: These lambdas are only available if your
setup is on the Zendesk infrastructure. Access the non-Zendesk
infrastructure instructions here.




Now, after a Contact Center voice call, the call transcript will be added to
the Zendesk ticket.


Note: If a dual-stack
upgrade is performed, then these triggers must be turned off on the old
Lambda and only then turned on for the new Lambda.


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