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

To configure Contact Center to send call recordings and transcriptions back to Zendesk following a call (known aswriteback), turn on the required Lambda functions in AWS.


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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 and transcriptions back to Zendesk
following a call (known as writeback), turn on the required Lambda functions in
AWS.
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. For the latest information about using
Lambdas in the AWS Console, see Amazon's product documentation.
Enabling writeback requires admins to activate the Kinesis and EventBridge triggers for
the post-call Lambda functions that handle recordings and transcripts.


Note: As of CloudFormation stack version 1.2.1, recordings and transcriptions are
handled by dedicated Lambda functions (RecordingIngestLambda and
TranscriptIngestLambda) rather than being processed inline by
the PostCall Lambda. The steps below apply to stack version 1.2.1 and later.

To activate the Kinesis trigger for writeback

In your AWS console, go to the Lambda page.
In the Functions section of the page, search for and select the Lambda function.
The following are the required Lambda functions:
ZendeskVoicePostCall
ContactLensEventsLambda
CTRIngestLambda



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.
Repeat steps 2–6 for each Lambda function in the list above.

To activate the EventBridge trigger for writeback

In your AWS console, go to the Lambda page.
In the Functions section of the page, search for and select the Lambda function.
The following are the required Lambda functions:
RecordingIngestLambda
TranscriptIngestLambda



On the function overview page, click Configuration > Triggers.
From the list of triggers, click the hyperlink next to the EventBridge
trigger.

On the EventBridge rule details page, click Enable.

Repeat steps 2–5 for each Lambda function in the list above.

Now, after a Contact Center voice call, recordings and transcriptions will be processed
and 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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