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            Enable Universal Call Recording in an Existing Contact Center

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            Enable Universal Call Recording in an Existing Contact Center

            By default, the Universal Call Recording feature is disabled in Amazon Connect contact centers. To enable this feature in a Partner Telephony from Amazon Connect contact center that was created before Spring ’22, update the XML contact center definition file. Then import the XML file into your Salesforce org using the Metadata API to update the contact center setting.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To manage a contact center: Contact Center Admin (Partner Telephony) AND Customized Application AND Manage Call Center
            1. Use the retrieve() call in the Metadata API to get the XML contact center definition file.
            2. Open the XML file in a text editor.
            3. In the section that contains the Amazon Connect contact center details, add the Universal Call Recording Access parameters as shown here. 
              <sections>
    <items>
        <label>Telephony Provider</label>
        <name>reqTelephonyProvider</name>
        <value>AMAZON_CONNECT</value>
    </items>
    <items>
        <label>Instance Name</label>
        <name>reqInstanceName</name>
        <value>testhvcc00DS70000000SmT</value>
    </items>
    <items>
        <label>Universal Call Recording Access</label>
        <name>reqUniversalCallRecordingAccess</name>
        <value>true</value>
    </items>
...
</sections>
            4. Save the XML file.
            5. Use the deploy() call in the Metadata API to deploy the updated XML file and update the contact center.
             
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