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StartCallProcessingEvent.md

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Start call processing for a in-progress call

Overview

A ChimeVC CallTranscriber Lambda Hook function can disable immediate processing of a call - see shouldProcessCall in LambdaHookFunction.md.

To start processing such a disabled call later, while it is still in progress, send a START_CALL_PROCESSING event.

You might want to do this if your contact center SBC initiates a SIPREC session at the start of each call, but you don't want to start transcribing the call until later, when the caller and agent are connected. In such cases, use a ChimeVC CallTranscriber Lambda Hook function to set shouldProcessCall to false, and then later, when the IVR connects agent and caller, send a START_CALL_PROCESSING event to instruct the LCA Chime CallTranscriber function to start processing the call from that point in time.

You can optionally use the START_CALL_PROCESSING event to assign an AgentId to the call, or to change the default toNumber (System Phone Number) or fromNumber (Caller Phone Number) values assigned to the call.

How to send a START_CALL_PROCESSING event

Use the Amazon EventBridge API to send an event with the following fields:

   {
      "detail-type": "START_CALL_PROCESSING",
      "source": "lca-solution",
      "detail": {
         "callId": <string - required>,
         "agentId": <string - optional>,
         "toNumber": <string - optional>,
         "fromNumber": <string - optional>
      }
   }

You must use the values shown above for detail-type (START_CALL_PROCESSING) and source (lca-solution).

In the detail object, you must provide the callId for an in-progress call. If you used your custom call initialization Lambda Hook function to change the default callId to a new value, you must use that new value here.

Optionally, specify agentId, toNumber, or fromNumber to assign the desired values to these call metadata fields in LCA.

Here is an example minimal test script to send a START_CALL_PROCESSING using the AWS Python boto3 SDK:

import boto3
import json
client = boto3.client('events')
response = client.put_events(
    Entries=[
        {
            'Source': "lca-solution",
            'DetailType': "START_CALL_PROCESSING",
            'Detail': json.dumps({
                'callId': "Your-CallId-Here",
                'agentId': "Bob the Builder",
                'toNumber': "Contact Center Number",
                'fromNumber': 'Bobs cell'
            }),
        }
    ]
)

Logs

Use the CallTranscriber CloudWatch logs to see messages that indicate receipt of the START_CALL_PROCESSING event, for example:

INFO Event: {"version":"0","id":"b4ec7334-3d4d-ad3a-84e8-cf19a172ab7f","detail-type":"START_CALL_PROCESSING",...
INFO START_CALL_PROCESSING event received, Retrieving previously stored callData.
INFO GetItem params: {"Key":{"PK":{"S":"cd#call-8"},"SK":{"S":"BOTH"}},"TableName":"LCA-AA-Asterisk-CHIMEVCSTACK-Q5B...
INFO GetItem result: {"$metadata":{"httpStatusCode":200,"requestId":"PCEMJ780GJA2UFBC6B6SB3F4T7VV4KQN...
INFO Write callData to DDB
INFO { TableName: 'LCA-AA-Asterisk-CHIMEVCSTACK-Q5B3LOV32VYX-DeployCallTranscriber-K0KRQLW8E9N5-Transcrib...
INFO START_CALL_PROCESSING event contains agentId: "BOB!"
INFO START_CALL_PROCESSING event contains fromNumber: "New IVR number"
INFO START_CALL_PROCESSING event contains toNumber: "New CallerID"
INFO Write callData to DDB
INFO { TableName: 'LCA-AA-Asterisk-CHIMEVCSTACK-Q5B3LOV32VYX-DeployCallTranscriber-K0KRQLW8E9N5-TranscriberCallEventTable...
INFO Ready to start processing call

The CallTranscriber Lambda function also saves call metadata in a DynamoDB table. The table name has the following pattern: LCAStackName-CHIMEVCSTACK-NNNN-DeployCallTransriber-NNNN-TranscriberCallEventTable-NNNN. Explore items in this table using DynamoDB console Explore items. Call metadata items have a Partition Key (PK) of the form cd#<callId>. All items in this table are retained for 1 day only.