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            Contact Center Version 14.X

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            Contact Center Version 14.X

            Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 14.X.

            This article applies to:

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

            Contact Center v14.2

            Available Date: Starting on March 11, 2024

            This version includes these changes.

            Change Applicable Telephony Models

            Fixed these bugs:

            • Updating the Amazon Connect contact center to version 14.1 fails due to an AWS bug, as described in this known issue.
            • When an agent doesn’t log out of Omni-Channel before exiting Service Cloud Voice, their presence status isn’t synced with Amazon Connect. As a result, Amazon Connect routes calls to them even though they’re offline. This bug applies to contact centers version 13 and above.
            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect

            Contact Center v14.1

            Available Date: Starting on January 12, 2024

            This version includes these changes.

            Change Applicable Telephony Models
            Added the Voicemail Lambda functions (VoiceMailAudioProcessingFunction, VoiceMailTranscribeFunction, and VoiceMailPackagingFunction) to the Service Cloud Voice Lambda Dashboard. Added alerts for these functions. Use RealtimeAlertEvent to consume these alerts. Configure Salesforce flows to take action based on the alerts. See Customer Alerts Dashboards.
            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            Fixed a bug where the TrailLogGroupRole role didn’t follow the set permission boundary. Service Cloud Voice with Partner Telephony from Amazon Connect
            Enhanced the VoiceMailAudioProcessingFunction Lambda function to decrypt the CTR stream when KMS keys are used. See VoiceMailAudioProcessingFunction Lambda Function. Service Cloud Voice with Partner Telephony from Amazon Connect

            Contact Center v14.0

            Available Date: Starting on January 12, 2024

            This version includes these changes.

            Change Applicable Telephony Models
            Updated the Resource section of the IAM policy with a resource arn that applies to an existing Amazon Connect instance integrated by Salesforce. To identify IAM policy resources owned by Salesforce Service Cloud Voice, we tagged them with "resourceowner" :"scv". See Configure AWS Identity and Access Management (IAM) Role for Voice, Use an Existing Amazon Connect Instance Integrated by Salesforce, and Service Cloud Voice: Amazon Connect Role and Provisioning Policies for more information. Service Cloud Voice with Partner Telephony from Amazon Connect
             
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