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            Contact Center Version 12.X

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            Contact Center Version 12.X

            Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 12.X.

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect

            Contact Center v12.0

            Available Date: Starting on April 10, 2023

            This version includes these changes.

            Change Applicable Telephony Models
            Starting with the Summer ’23 release, each Salesforce release includes a major contact center update. For example, the Summer FY ’23 release includes Contact Center version 12.0 and the Winter FY ’24 release will include Contact Center version 13.0. The major contact center update will be available after your Salesforce org updates to the next version. The contact center updates are available in sandbox and production environments. See Salesforce Sandbox Preview Instructions
            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect

            Service Cloud Voice now supports Hindi and Thai languages for Amazon Transcribe’s transcription. The kvsTranscriber Lambda function now supports real-time transcription for these languages. To show real-time transcription in Hindi or Thai:

            • In Salesforce, update your contact center to get the latest Lambda functions.
            • In Amazon Connect, set the languageCode on the transcription block in your contact flows to the transcription language. For example, to transcribe to Hindi, enter hi-IN. For more info about supported languages and language codes, see Streaming Transcription in the AWS Transcribe Developer Guide.

            See Amazon Documentation: Amazon Transcribe's Transcription Languages Supported by Service Cloud Voice.
            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            Amazon Connect’s Multi-Party Calls feature (for up to 6 parties) is automatically disabled for version 12.0 contact centers. Service Cloud Voice doesn’t currently support this feature. It can be re-enabled within the Telephony settings for your Amazon Connect instance. However, if you use it, you might notice some unexpected behavior for call transfers and conference calls.
            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect

            Fixed these bugs:

            • Transcription using the kvsTranscriber Lambda function isn’t working for the South Africa region.
            • Failed to create two Service Cloud Voice with Partner Telephony from Amazon Connect contact centers in the same AWS account, where one contact center was created with a new Amazon Connect instance and the other was created by importing the contact center definition XML file.
            • For serverless applications, due to insufficient permissions, Kinesis stream for Content Lens fails to be associated with the Amazon Connect instance.
            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect
             
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