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Contact Center Version 20.X
Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 20.X.
Required Editions
| View supported editions. |
This article applies to:
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
Contact Center v20.1
Contact center version 20.1 is available from February 21, 2026.
This version includes these changes.
| Change | Applicable Telephony Models |
|---|---|
| Updated the JSON Web Token (JWT) validation logic so that the token refreshes after 5 minutes. This update prevents real-time transcription from stopping during long calls. |
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| Updated Lambda packages to improve security. |
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| Enhanced JWT authentication mechanism to populate JWT in User-to-User Information (UUI) during a Session Initiation Protocol (SIP) transfer. |
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| Fixed concurrent operations on the same resources during stack creation or update to avoid stack update conflict failures in the ConnectConfiguration bucket. |
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To improve self-service checks for contact centers created through XML import:
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Contact Center v20.0
Contact center version 20.0 is available from December 19, 2025.
This version includes these changes.
| Change | Applicable Telephony Models |
|---|---|
To support voicemail drop for outbound calls:
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| Introduced a CloudFormation stack to validate the AWS resources for contact center self-service checks. You can deploy the health check stack to run the self-service checks. |
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Note Voicemail Drop is a pilot or beta service that is subject to the Beta Services Terms at
Agreements - Salesforce.com or a written Unified Pilot Agreement
if executed by Customer, and applicable terms in the Product Terms
Directory. Use of this pilot or beta service is at the Customer's sole
discretion.
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