Use Customized Usernames for Contact Centers

A contact center can have only one username format at a time, and you can choose a customized username format for your contact center users.

This article applies to:

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

When you use a customized username, the same username is also used for SSO login with Salesforce. When you create contact center users, the default username format used is SFUserAlias@SFUserid@SFOrgId for a non government org, and SFUserid@SFOrgId for a government org. When you create a contact center user, a corresponding user with the same username is created in the Amazon Connect instance. When you delete a contact center user, the corresponding user identified by the username is deleted in the Amazon Connect instance.

Create a Contact Center with Custom Username Format

To add users with a custom username format to a new contact center, edit the RoleSessionName attribute of the connected app associated with the contact center. The RoleSessionName attribute controls the username format of the contact center users. The default value of the RoleSessionName attribute is SFUserAlias@SFUserid@SFOrgId for a non government org, and SFUserid@SFOrgId for a government org.

Required Editions

Available in: Enterprise and Unlimited Editions

1. Create an Amazon Connect contact center, and don’t add users to the contact center. See Create Your Amazon Connect Contact Center, and Create a Partner Amazon Contact Center.
2. In Setup, find Manage Connected Apps, and select {contact_center_name} Connected App and edit the RoleSessionName attribute value. The RoleSessionName attribute value can be a predefined or a custom user-defined field, or a combination of predefined fields, custom fields or hardcoded values connected by operators. Use the Insert Field option to add predefined or custom fields. Use the Insert Operator option to add operators to connect the field values or hardcoded values to get the required username format.

   If custom username formats can’t be created by using predefined fields, you can use custom fields to create the required username format, for example, to use third-party identity provider usernames for contact centers.

   Create custom fields for the standard entity and set the custom field as unique. Add values for the custom fields and use the custom field in the RoleSessionName attribute value. For example, create a FederatedLoginID text field for the User standard object. Set the FederatedLoginID text field as unique, and add FederatedLoginID values for the users. Then, use the $User.FederatedLoginID__c custom field in the RoleSessionName attribute value to get the required username format.

3. Add users to the contact center, and a corresponding user with the same username gets created in the Amazon Connect instance. The contact center and Amazon Connect usernames are in the customized username format you specify in the RoleSessionName attribute value.

Update Username Format of Contact Centers

Amazon Connect doesn’t allow updating the usernames, so for preexisting contact centers, you must delete the users in the contact center and add them again to use a new customized username format.

Required Editions

Available in: Enterprise and Unlimited Editions

1. In Setup, find Manage Connected Apps, and select {contact_center_name} Connected App and edit the RoleSessionName attribute value. The RoleSessionName attribute value can be a custom user-defined field, or a combination of predefined fields, custom fields or hardcoded values connected by operators.

   Create custom fields for the standard entity and set the custom field as unique. Add values for the custom fields and use the custom field in the RoleSessionName attribute value. For example, create a FederatedLoginID text field for the User standard object. Set the FederatedLoginID text field as unique, and add FederatedLoginID values for the users. Then, use the $User.FederatedLoginID__c custom field in the RoleSessionName attribute value to get the required username format.

2. Remove the users from the Salesforce contact center. The previously mapped corresponding Amazon Connect users aren’t removed but are no longer linked to any Salesforce users. You can still use these Amazon Connect users for maintaining history or for analytics and auditing purposes.
3. Add users to the contact center, and a corresponding user with the same username gets created in the Amazon Connect instance. The Salesforce contact center and Amazon Connect usernames are in the customized username format you specify in the RoleSessionName attribute value.

Warning If you delete the Salesforce contact center users before updating the RoleSessionName attribute value, deleting the Salesforce users deletes the Amazon Connect users, and you lose the related user history.

Map Amazon Connect Usernames to Contact Center Users

You can map preexisting Amazon Connect users to the new Salesforce contact center users.

Required Editions

Available in: Enterprise and Unlimited Editions

1. Use the username format for the RoleSessionName attribute value that corresponds to the Amazon Connect user’s name format.
2. If the Amazon Connect users are mapped to any routing profiles other than the basic routing Profile, make sure you sync the routing profiles and queues in the Salesforce contact center before adding the users to the contact center.
3. Add users to the contact center as described in Create a Contact Center with Custom Username Format, and the Salesforce users are automatically mapped to the corresponding Amazon Connect users.