Service Cloud Voice Developer Guide

Overview
REST API
Lambda Functions for Amazon Connect
Limits and Scaling
Org Limits
Customer Example
Best Practices for Error Handling
Monitor Transcription-Related Limit Errors
Concurrent Call Limit Errors
Monitor VoiceCall Limit Errors
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Monitor VoiceCall Limit Errors

When your org exceeds the limit for the maximum number of concurrent calls, the system can’t create VoiceCall records. Track when your org hits the concurrent call limit or the phone calls initiated per second limit by checking output of the InvokeTelephonyIntegrationApi Lambda function.

The output of the InvokeTelephonyIntegrationApi Lambda function is stored in a contact attribute. If the contact attribute’s value is set to 429, it means that an error occurred. Go to AWS Cloudwatch to view the logs and search for error messages that contain the prefix SCV_LIMITS_ERROR. This prefix indicates a VoiceCall limit error.

You can address these errors in two ways. One way creates a fallback mechanism that times out after a certain number of attempts. The other way writes a value to a contact attribute so you can see when errors occur.

OPTION 1: Use a fallback mechanism that times out

This approach creates a fallback mechanism that you can add to the contact flow. In this approach, the system attempts to create the VoiceCall record for a certain number of times and then times out.
  1. Modify the InvokeTelephonyIntegrationApi Lambda function to update the boolean contact attribute for sf_voicecall_limit_error when the error code is 429. The default value is false. So, if the error is present, then the value is true. If it’s 429, update the sf_voicecall_limit_error. Create the contact attribute for them when the error occurs.
  2. Check the contact attribute in the contact flow when the transcription Lambda function encounters an error.
  3. If the sf_voicecall_limit_error is TRUE, then you can put a look block in the contact flow and play a prompt for a few seconds before trying to create a VoiceCall record. Track the number of retries using another contact attribute. You can put a limit on the number of times the system tries to create the VoiceCall record.

Check contact attributes

Contact flow

This approach uses a fallback mechanism when the per second limit is hit.

OPTION 2: See the number of failed calls

This approach shows you how many calls failed because of the limit error.
  1. Write the error to a contact attribute such as Voice_Call_Creation_Status.
  2. To identify how many calls failed as a result of the limit error, do a contact search using the contact attribute. Use a filter to search based on contract attributes. Update the Lambda function to check a condition on the contact attribute.