Provide call metadata for Contact Lens integration
In Amazon Connect, each interaction with a customer is an Amazon Connect contact. Each voice session that comes through the Contact Lens connector creates an Amazon Connect contact. The connector creates an Amazon Connect contact using the fields provided in the call metadata. The call metadata includes the agent user ID and agent queue ID for the streamed call in the call metadata.
You can provide the agent user ID and other call metadata to the Contact Lens connector by using supported SIPREC metadata parameters within the SIP INVITE of the audio stream session. The connector parses the following call metadata fields and adds this information to the Amazon Connect contact.
| Call State Field | SIPREC Metadata | Value | If not provided |
|---|---|---|---|
| Agent user id | AmznConnectAgentUserId |
Amazon Connect agent user id | Required |
| Queue id | AmznConnectQueueId |
Amazon Connect queue id | Optional. If not provided, the default queue of the Amazon Connect instance is used. |
| Participant order | AmznConnectParticipantOrder |
Valid values: asc, desc |
Optional. If not provided, ascending order is used. Amazon Connect sorts the SIPREC streams by using labels. The first stream in label order is the agent and the second is the caller. |
A contact must have an Amazon Connect agent user ID. Contact Lens starts capturing the streamed audio, and generating call recording and call analysis, only when the agentId is provided.
If agentid is missing then the Amazon Connect Contact Lens connector session is terminated. If your SIPREC metadata was not parsed automatically by the Amazon Connect Contact Lens connector and agent user ID is not set, you can create a flow lambda and access all the SIP and SIPREC metadata by using the following fields:
| Attribute | Description | JSONPath Reference |
|---|---|---|
| SIPREC metadata | SIPREC metadata from the SIP event | $.Media.Sip.SiprecMetadata |
| SIP header | SIP header from the SIP event. {SIP header name} is the name of the SIP header provided in the SIP event. For example, "To", "From", and others. | $.Media.Sip.Headers.{SIP header name} |
For more information, see Telephony call metadata attributes (call attributes).
How to use event metadata
Amazon Connect publishes SIP, streaming, and contact events. These events include the metadata gathered from the SIPREC SIP INVITE of the calls. The metadata includes the SIPREC Metadata, SIP headers, fromNumber, toNumber, and others. Here are some things you can do with this event metadata:
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You can process the metadata in these events to determine your own unique identifier for the calls and correlate the calls with the your own system.
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You can then add your unique identifier for the call into the call's contact attributes by using Set contact attributes block.
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You can search by custom contact attributes in the Amazon Connect admin website to find the contact for the third-party call in the two Amazon Connect instances.
For information about how to create Amazon Connect flow Lambda functions, see Grant Amazon Connect access to your AWS Lambda functions. For a list of all the supported contact attributes that you can access in your flow Lambda, see List of available contact attributes in Amazon Connect and their JSONPath references.
