Salesforce Industries: Virtual Calls on AWS

Partner Solution Deployment Guide

QS

March 2023
Conor Fanlo, Arunkumar Tharanichelvan, and Aditya Poorsala, Salesforce, Inc.
Chris Riley and Ariana Rahgozar, AWS Strategic Accounts team
Vinod Shukla, AWS Integration & Automation team

Refer to the GitHub repository to view source files, report bugs, submit feature ideas, and post feedback about this Partner Solution. To comment on the documentation, refer to Feedback.

This Partner Solution was created by Salesforce, Inc. in collaboration with Amazon Web Services (AWS). Partner Solutions are automated reference deployments that help people deploy popular technologies on AWS according to AWS best practices. If you’re unfamiliar with AWS Partner Solutions, refer to the AWS Partner Solution General Information Guide.

Overview

This Partner Solution deploys Salesforce Industries: Virtual Calls on the AWS Cloud. If you are unfamiliar with AWS Partner Solutions, refer to the AWS Partner Solutions General Information Guide.

This deployment integrates Virtual Calls with Amazon Chime to offer video conferencing for consumers using an industry cloud platform connected to Salesforce, Inc. Industry Cloud. Virtual Calls sessions provide both video and audio support for business-to-consumer (B2C) interactions. Video calls can use Amazon Transcribe to generate real-time audio transcriptions, which are then used to display text captions directly on the interface for accessibility.

Costs and licenses

This Partner Solution integrates various AWS services with Industry Cloud(s). To receive support from AWS, you must enroll in either AWS Business Support or a higher support plan. For details and costs, refer to Compare AWS Support Plans.

There is no cost to use this Partner Solution, but you will be billed for any AWS services or resources that this solution deploys. For more information, refer to the AWS Partner Solutions General Information Guide.

Architecture

Deploying this Partner Solution with default parameters builds the following Virtual Calls environment in the AWS Cloud.

Architecture
Figure 1. Architecture for Virtual Calls on AWS

As shown in Figure 1, this Partner Solution sets up the following:

  • Amazon Chime SDK control plane for receiving requests from Salesforce Industry Cloud when consumers request appointments through their industry cloud provider application.

  • A default event bus for receiving event notifications from the control plane and delivering them to Amazon EventBridge.

  • An EventBridge rule that filters aws.chime events and a predefined input transformer rule that modifies the event and creates a Salesforce platform event.

  • During an active session via a Salesforce-connected app, Amazon Chime SDK to communicate to the Amazon Chime media services endpoint to receive transcription requests.

  • Amazon Transcribe for receiving and processing transcription requests.

  • For event delivery failure handling:

    • An Amazon Simple Queue Service (Amazon SQS) queue that serves as a dead-letter queue.

    • AWS Key Management Service (AWS KMS) to encrypt all messages stored in the Amazon SQS queue.

    • An Amazon CloudWatch alarm that monitors the Amazon SQS queue depth and alerts when the configured threshold is exceeded.

    • An Amazon Simple Notification Service (Amazon SNS) topic to send email notifications to interested parties when the CloudWatch alarm is triggered.

  • An AWS Secrets Manager secret for securely storing Salesforce credentials and connection secrets.

Deployment options

This Partner Solution provides the following deployment option for provisioning Virtual Calls resources into your new AWS account. Configure Virtual Calls settings as needed.

Upgrade an existing deployment of Virtual Calls

If you’ve already deployed Virtual Calls and just need to upgrade your existing deployment, perform the following steps:

  1. Do the following steps to download the latest template file from GitHub:

    1. Navigate to the Partner Solution landing page.

    2. Choose View the source code for this Partner Solution to open the GitHub repository.

    3. Open the template folder to access the latest CloudFormation template.

    4. Download the template.

  2. In the AWS Management Console, choose Services > CloudFormation.

  3. Choose the existing Virtual Care stack.

  4. Choose Update to open the Update stack page.

  5. Choose Replace current template, and upload the template file. Choose Next.

  6. On the Specify stack details page, review the stack settings and update the control Region (for example, us-east-1) and messaging Region (for example, us-east-1). Choose Next.

  7. On the Configure stack options page, review the changes and choose Next.

  8. On the Review page, review and confirm template settings. Under Capabilities, select all of the check boxes to acknowledge that the template creates AWS Identity and Access Management (IAM) resources that might require the ability to automatically expand macros.

  9. Choose Submit. The stack takes about 5 minutes to update.

  10. Monitor the stack’s status, and when the status is UPDATE_COMPLETE, the Salesforce Industries: Virtual Calls deployment is ready.

Predeployment steps

  1. Configure a new AWS account. You can configure either a new standalone AWS account or a new account within an existing AWS organization. For more information, refer to:

  1. Configure a Salesforce-connected app to integrate the events generated in AWS that are sent via Amazon EventBridge to Salesforce platform events. For instructions, refer to Connect Amazon to Salesforce.

Deployment steps

  1. Sign in to your AWS account, and launch this Partner Solution, as described under Deployment options. The AWS CloudFormation console opens with a prepopulated template.

  2. Choose the correct AWS Region, and then choose Next.

  3. On the Create stack page, keep the default setting for the template URL, and then choose Next.

  4. On the Specify stack details page, change the stack name if needed. Review the parameters for the template. Provide values for the parameters that require input. For all other parameters, review the default settings and customize them as necessary. When you finish reviewing and customizing the parameters, choose Next.

    Unless you’re customizing the Partner Solution templates or are instructed otherwise in this guide’s Predeployment section, don’t change the default settings for the following parameters: QSS3BucketName, QSS3BucketRegion, and QSS3KeyPrefix. Changing the values of these parameters will modify code references that point to the Amazon Simple Storage Service (Amazon S3) bucket name and key prefix. For more information, refer to the AWS Partner Solutions Contributor’s Guide.
  5. On the Configure stack options page, you can specify tags (key-value pairs) for resources in your stack and set advanced options. When you finish, choose Next.

  6. On the Review page, review and confirm the template settings. Under Capabilities, select all of the check boxes to acknowledge that the template creates AWS Identity and Access Management (IAM) resources that might require the ability to automatically expand macros.

  7. Choose Create stack. The stack takes about 5 minutes to deploy.

  8. Monitor the stack’s status, and when the status is CREATE_COMPLETE, the Salesforce Industries: Virtual Calls deployment is ready.

  9. To view the created resources, choose the Outputs tab.

Postdeployment steps

Configure a Salesforce Named Credential so that Virtual Calls can invoke AWS services.

To use AWS Identity and Access Management (IAM) to retrieve the user’s access key and secret that’s generated by this Partner Solution, do the following steps:

  1. Log in to your AWS account. This account must have sufficient privileges to create an access key for the service account. For more information, refer to CreateAccessKey.

  2. In the AWS Management Console, choose Services > Identity Access Management (IAM).

  3. Choose Users.

  4. Choose the user specified in the AWS CloudFormation template definition.

  5. Choose the Security Credentials tab.

  6. Under the Access Key section, choose Create access key. This action creates an access key and allows you to copy or download the contents.

The access key ID and secret access key is used to configure a Salesforce Named Credential.

Troubleshooting

For troubleshooting common Partner Solution issues, refer to the AWS Partner Solution General Information Guide and Troubleshooting CloudFormation.

Customer responsibility

After you deploy a Partner Solution, confirm that your resources and services are updated and configured—including any required patches—to meet your security and other needs. For more information, refer to the Shared Responsibility Model.

Feedback

To submit feature ideas and report bugs, use the Issues section of the GitHub repository for this Partner Solution. To submit code, refer to the Partner Solution Contributor’s Guide. To submit feedback on this deployment guide, use the following GitHub links:

Notices

This document is provided for informational purposes only. It represents current AWS product offerings and practices as of the date of issue of this document, which are subject to change without notice. Customers are responsible for making their own independent assessment of the information in this document and any use of AWS products or services, each of which is provided "as is" without warranty of any kind, whether expressed or implied. This document does not create any warranties, representations, contractual commitments, conditions, or assurances from AWS, its affiliates, suppliers, or licensors. The responsibilities and liabilities of AWS to its customers are controlled by AWS agreements, and this document is not part of, nor does it modify, any agreement between AWS and its customers.

The software included with this paper is licensed under the Apache License, version 2.0 (the "License"). You may not use this file except in compliance with the License. A copy of the License is located at https://aws.amazon.com/apache2.0/ or in the accompanying "license" file. This code is distributed on an "as is" basis, without warranties or conditions of any kind, either expressed or implied. Refer to the License for specific language governing permissions and limitations.