CRM-sourced dynamic IVR configuration
Change your IVR from Salesforce, not your contact flows
Hours, holidays, prompts, routing, voicemail, and feature flags, configured per phone number in Salesforce, versioned, and read by Amazon Connect at call time.
OpusEngage is built for contact centers already running Amazon Connect with Salesforce Service Cloud Voice.
Every contact-flow edit is a release
A holiday message, a new queue, an emergency closure: each one means opening the flow designer, finding the right block, testing, and publishing, usually by the one person who understands the flow. Mistakes go live for every caller. OpusEngage moves the values that change often out of the flow and into Salesforce, where they can be managed, versioned, and rolled back.
What Dynamic IVR Configuration gives you
Stop editing contact flows for routine changes
Contact flows call a single Lambda that fetches the configuration for the dialled number from Salesforce. Hours, prompts, and routing targets become data, not flow logic.
Versioned, with rollback
Configuration uses active versioning: publish a new version, and if something is wrong, reactivate the previous one. No redeploying flows under pressure.
Feature flags for the phone
Turn a new path on for a single number, confirm it works, then roll it out everywhere, all from Salesforce.
Around one second, end to end
The round trip from Connect through Lambda to Salesforce and back is about one second, with configurable caching, so callers do not notice.
How it works
Model the number
Create a configuration record for each phone number with its hours, prompts, routing, voicemail, and flags.
Call one Lambda
Your contact flows invoke a single Lambda in your AWS account, which reads the active version through an Apex REST API.
Branch on data
The flow uses the returned attributes to decide what to play, where to route, and which features are on.
Publish and roll back
Activate a new version when you are ready. If it is wrong, reactivate the previous one in seconds.
Capabilities
Everything listed here is available today. Dynamic IVR Configuration is sold as its own module and works alongside the rest of OpusEngage.
- Per-phone-number configuration managed in Salesforce
- Hours of operation and holiday schedules
- Emergency closure toggle
- Configurable prompts: text-to-speech and audio
- Routing targets by queue
- Language selection
- Voicemail settings
- Feature flags to enable paths per number
- Active versioning with rollback
- Lambda plus Apex REST API surface, with configurable caching
Where it runs
Frequently asked questions
- Does this replace our contact flows?
- No. Your flows stay in Amazon Connect. They call one Lambda that returns the configuration for the dialled number, and branch on the result instead of on hard-coded values.
- What does it add to call latency?
- The round trip from Connect to Salesforce and back is around one second, and caching is configurable so frequently used configuration can be served faster.
- Can we schedule a version to activate later?
- Not today. Versions are activated on demand; scheduled activation is on our roadmap.
- Who can change IVR configuration?
- Anyone your Salesforce permission model allows. Most customers give operations leads the ability to edit and publish, with administrators able to roll back.
Other OpusEngage modules
See Dynamic IVR Configuration on your own Connect instance
We will walk through the module live and talk through how it fits your Service Cloud Voice setup.
Request a demo