Salesforce Voice with Telephony Providers Implementation Guide
jNote: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.
Disable Call Recording
There are times when you don’t want to record a voice call. Follow these steps to disable call recording and to disable the Recording control for reps in the Omni-Channel widget. With the Recording control disabled, reps understand that the call isn’t recorded and aren’t able to toggle recording on or off.
This configuration applies to these telephony models:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
This feature is available in Spring ’24 and later releases.
This example explains how to configure a sample flow to disable call recording for a voice call that goes through the flow.
To run through this example:
- You must be an AWS admin with the ability to create flows in Amazon Connect.
- You must be a Salesforce admin.
To configure a flow so that voice calls aren’t recorded:
- From the Amazon Connect console, select Routing > Flows.
- Select the name of the flow.
- If the flow has a Set recording and analytics behavior block, confirm that Call recording is set to Off.
- Add a Set contact attributes flow block to the flow, or edit an existing Set contact attributes block.
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Add these attributes to the Set contact attributes flow block:
- Namespace: User defined
- Key: callRecordingDisabled
- Select Set manually and set the value to true.
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Save your changes.
Whenever a call comes in through this flow, the voice call isn’t recorded, and the Omni-Channel widget accurately reflects the recording state.
