def createACContactChannelAnalyticsSalesforceObject(contactId, recordingPath):
pnamespace = os.environ['SF_ADAPTER_NAMESPACE']
if not pnamespace or pnamespace == '-':
logger.info("SF_ADAPTER_NAMESPACE is empty")
pnamespace = ''
else:
pnamespace = pnamespace + "__"
sfRequest = {'Details': {'Parameters': {}}}
sfRequest['Details']['Parameters']['sf_operation'] = 'create'
sfRequest['Details']['Parameters'][
'sf_object'] = pnamespace + 'AC_ContactChannelAnalytics__c'
sfRequest['Details']['Parameters'][pnamespace + 'ContactId__c'] = contactId
ACContactChannelAnalyticsId = invokeSfAPI(sfRequest)['Id']
logger.info('SF Object Created, with ID: %s' % ACContactChannelAnalyticsId)
#add ACContactChannelAnalyticsId to lock file metadata
oMetadata = {}
oMetadata['ACContactChannelAnalyticsId'] = ACContactChannelAnalyticsId
updateLockMetadata(contactId, oMetadata)
#attch the call recording file
logger.info('Retrieving and attaching call recodring file: %s' %
recordingPath)
attachFileSaleforceObject('CallRecording.wav', 'audio/wav',
'Call Recording', ACContactChannelAnalyticsId,
getBase64fileFromS3(recordingPath))
logger.info('SF Recording Attached')
return
def createACContactChannelAnalyticsSalesforceObject(contactId,
recordingPath=None):
pnamespace = os.environ['SF_ADAPTER_NAMESPACE']
if not pnamespace or pnamespace == '-':
logger.info("SF_ADAPTER_NAMESPACE is empty")
pnamespace = ''
else:
pnamespace = pnamespace + "__"
sfRequest = {'Details': {'Parameters': {}}}
sfRequest['Details']['Parameters']['sf_operation'] = 'create'
sfRequest['Details']['Parameters'][
'sf_object'] = pnamespace + 'AC_ContactChannelAnalytics__c'
sfRequest['Details']['Parameters'][pnamespace + 'ContactId__c'] = contactId
if recordingPath is not None:
sfRequest['Details']['Parameters'][pnamespace +
'RecordingPath__c'] = recordingPath
ACContactChannelAnalyticsId = invokeSfAPI(sfRequest)['Id']
logger.info('SF Object Created, with ID: %s' % ACContactChannelAnalyticsId)
#add ACContactChannelAnalyticsId to lock file metadata
oMetadata = {}
oMetadata['ACContactChannelAnalyticsId'] = ACContactChannelAnalyticsId
updateLockMetadata(contactId, oMetadata)
return
def createACContactChannelAnalyticsSalesforceObject(contactId, recordingPath):
pnamespace = os.environ['SF_ADAPTER_NAMESPACE']
if not pnamespace or pnamespace == '-':
logger.info("SF_ADAPTER_NAMESPACE is empty")
pnamespace = ''
else:
pnamespace = pnamespace + "__"
sfRequest = {'Details': {'Parameters': {}}}
sfRequest['Details']['Parameters']['sf_operation'] = 'create'
sfRequest['Details']['Parameters'][
'sf_object'] = pnamespace + 'AC_ContactChannelAnalytics__c'
sfRequest['Details']['Parameters'][pnamespace + 'ContactId__c'] = contactId
ACContactChannelAnalyticsId = invokeSfAPI(sfRequest)['Id']
logger.info('SF Object Created, with ID: %s' % ACContactChannelAnalyticsId)
#add ACContactChannelAnalyticsId to lock file metadata
oMetadata = {}
oMetadata['ACContactChannelAnalyticsId'] = ACContactChannelAnalyticsId
updateLockMetadata(contactId, oMetadata)
if get_arg(os.environ,
"INVOKE_MUTE_CALL_RECORDING_LAMBDA_ENABLED") == 'true':
arn = get_arg(os.environ, "INVOKE_MUTE_CALL_RECORDING_LAMBDA_ARN")
input_params = {'contact_id': contactId}
logger.info('calling: %s, contactId=%s' % (arn, contactId))
try:
client = boto3.client('lambda')
response = client.invoke(FunctionName=arn,
InvocationType='RequestResponse',
Payload=json.dumps(input_params))
logger.info('response: success')
except Exception as e:
logger.error('exception: %s' % e)
return
#attch the call recording file
logger.info('Retrieving and attaching call recodring file: %s' %
recordingPath)
attachFileSaleforceObject('CallRecording.wav', 'audio/wav',
'Call Recording', ACContactChannelAnalyticsId,
getBase64fileFromS3(recordingPath))
logger.info('SF Recording Attached')
return
def createSalesforceObject(contactId, customerTranscripts, agentTranscripts,
comprehendResults, mACContactChannelAnalyticsId):
pnamespace = os.environ['SF_ADAPTER_NAMESPACE']
if not pnamespace or pnamespace == '-':
logger.info("SF_ADAPTER_NAMESPACE is empty")
pnamespace = ''
else:
pnamespace = pnamespace + "__"
sfRequest = {'Details': {'Parameters': {}}}
if mACContactChannelAnalyticsId is not None:
logger.info('SF Object Already Created, with ID: %s' %
mACContactChannelAnalyticsId)
sfRequest['Details']['Parameters']['sf_operation'] = 'update'
sfRequest['Details']['Parameters'][
'sf_id'] = mACContactChannelAnalyticsId
else:
sfRequest['Details']['Parameters']['sf_operation'] = 'create'
sfRequest['Details']['Parameters'][
'sf_object'] = pnamespace + 'AC_ContactChannelAnalytics__c'
sfRequest['Details']['Parameters'][pnamespace + 'ContactId__c'] = contactId
sfRequest['Details']['Parameters'][
pnamespace + 'Sentiment__c'] = comprehendResults[
'FormattedSentiment'] if 'FormattedSentiment' in comprehendResults else ''
sfRequest['Details']['Parameters'][
pnamespace + 'Keywords__c'] = comprehendResults[
'FormattedKeywords'] if 'FormattedKeywords' in comprehendResults else ''
sfRequest['Details']['Parameters'][
pnamespace + 'DominantLanguage__c'] = comprehendResults[
'FormattedDominantLanguage'] if 'FormattedDominantLanguage' in comprehendResults else ''
sfRequest['Details']['Parameters'][
pnamespace + 'NamedEntities__c'] = comprehendResults[
'FormattedNamedEntities'] if 'FormattedNamedEntities' in comprehendResults else ''
ACContactChannelAnalyticsId = mACContactChannelAnalyticsId
if mACContactChannelAnalyticsId is not None:
logger.info("Updating the SF Object: %s" % sfRequest)
invokeSfAPI(sfRequest)
else:
logger.info('SF Object does not exist, creating a new one: %s' %
sfRequest)
ACContactChannelAnalyticsId = invokeSfAPI(sfRequest)['Id']
logger.info('SF Object Created, with ID: %s' %
ACContactChannelAnalyticsId)
if len(customerTranscripts) > 0:
logger.info('Attaching SF Transcript - Customer Side')
attachFileSaleforceObject(
'CustomerTranscripts.json', 'application/json',
'Call Recording Transcription - Customer Side',
ACContactChannelAnalyticsId, getBase64String(customerTranscripts))
logger.info('SF Transcript Attached - Customer Side')
if len(agentTranscripts) > 0:
logger.info('Attaching SF Transcript - Agent Side')
attachFileSaleforceObject('AgentTranscripts.json', 'application/json',
'Call Recording Transcription - Agent Side',
ACContactChannelAnalyticsId,
getBase64String(agentTranscripts))
logger.info('SF Transcript Attached - Agent Side')
if 'FormattedSyntax' in comprehendResults:
logger.info('Attaching Comprehend Syntax')
attachFileSaleforceObject(
'ComprehendSyntax.json', 'application/json', 'Comprehend Syntax',
ACContactChannelAnalyticsId,
getBase64String(comprehendResults['FormattedSyntax']))
logger.info('SF Comprehend Syntax Attached')
def createSalesforceObject(contactId, customerTranscripts, agentTranscripts,
contactLensConversationCharacteristics,
mACContactChannelAnalyticsId):
pnamespace = os.environ['SF_ADAPTER_NAMESPACE']
if not pnamespace or pnamespace == '-':
logger.info("SF_ADAPTER_NAMESPACE is empty")
pnamespace = ''
else:
pnamespace = pnamespace + "__"
sfRequest = {'Details': {'Parameters': {}}}
if mACContactChannelAnalyticsId is not None:
logger.info('SF Object Already Created, with ID: %s' %
mACContactChannelAnalyticsId)
sfRequest['Details']['Parameters']['sf_operation'] = 'update'
sfRequest['Details']['Parameters'][
'sf_id'] = mACContactChannelAnalyticsId
else:
sfRequest['Details']['Parameters']['sf_operation'] = 'create'
sfRequest['Details']['Parameters'][
'sf_object'] = pnamespace + 'AC_ContactChannelAnalytics__c'
sfRequest['Details']['Parameters'][pnamespace + 'ContactId__c'] = contactId
sfRequest['Details']['Parameters'][
pnamespace +
'ContactLensCustomerSentiment__c'] = contactLensConversationCharacteristics[
'contactLensCustomerSentiment']
sfRequest['Details']['Parameters'][
pnamespace +
'ContactLensAgentSentiment__c'] = contactLensConversationCharacteristics[
'contactLensAgentSentiment']
sfRequest['Details']['Parameters'][
pnamespace +
'ContactLensInterruptions__c'] = contactLensConversationCharacteristics[
'contactLensInterruptions']
sfRequest['Details']['Parameters'][
pnamespace +
'ContactLensNonTalkTime__c'] = contactLensConversationCharacteristics[
'contactLensNonTalkTime']
sfRequest['Details']['Parameters'][
pnamespace +
'ContactLensTalkSpeedCustomer__c'] = contactLensConversationCharacteristics[
'contactLensTalkSpeedCustomer']
sfRequest['Details']['Parameters'][
pnamespace +
'ContactLensTalkSpeedAgent__c'] = contactLensConversationCharacteristics[
'contactLensTalkSpeedAgent']
sfRequest['Details']['Parameters'][
pnamespace +
'ContactLensTalkTimeTotal__c'] = contactLensConversationCharacteristics[
'contactLensTalkTimeTotal']
sfRequest['Details']['Parameters'][
pnamespace +
'ContactLensTalkTimeCustomer__c'] = contactLensConversationCharacteristics[
'contactLensTalkTimeCustomer']
sfRequest['Details']['Parameters'][
pnamespace +
'ContactLensTalkTimeAgent__c'] = contactLensConversationCharacteristics[
'contactLensTalkTimeAgent']
ACContactChannelAnalyticsId = mACContactChannelAnalyticsId
if mACContactChannelAnalyticsId is not None:
logger.info("Updating the SF Object: %s" % sfRequest)
invokeSfAPI(sfRequest)
else:
logger.info('SF Object does not exist, creating a new one: %s' %
sfRequest)
ACContactChannelAnalyticsId = invokeSfAPI(sfRequest)['Id']
logger.info('SF Object Created, with ID: %s' %
ACContactChannelAnalyticsId)
if len(customerTranscripts) > 0:
logger.info('Attaching SF Transcript - Customer Side')
attachFileSaleforceObject(
'CustomerTranscripts.json', 'application/json',
'Call Recording Transcription - Customer Side',
ACContactChannelAnalyticsId, getBase64String(customerTranscripts))
logger.info('SF Transcript Attached - Customer Side')
if len(agentTranscripts) > 0:
logger.info('Attaching SF Transcript - Agent Side')
attachFileSaleforceObject('AgentTranscripts.json', 'application/json',
'Call Recording Transcription - Agent Side',
ACContactChannelAnalyticsId,
getBase64String(agentTranscripts))
logger.info('SF Transcript Attached - Agent Side')