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            Create a Partner Amazon Contact Center

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            Create a Partner Amazon Contact Center

            With Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), you turn on Salesforce Voice and then integrate it with an Amazon Connect instance.

            Required Editions

            This article applies to:

            • Salesforce Voice with Partner Telephony from Amazon Connect
            View supported editions.

            There are two ways to integrate Salesforce Voice with Amazon Connect.

            • Integrate Voice with a new Amazon Connect instance. For the best end-to-end Voice experience and to ensure you always have the latest Voice features, integrate Voice with a new Amazon Connect instance.
            • Integrate Voice with an existing Amazon Connect instance. If you already have an Amazon Connect instance or want to manage your own Amazon Web Services account, you can integrate Voice with your existing Amazon Connect instance.

            Before you start, review the Voice prerequisites, limitations, and planning resources.

            • Use a New Amazon Connect Instance
              Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with a new Amazon Connect instance. Choose this option if you have an AWS Account and you want Salesforce to create an Amazon Connect instance for you in your existing AWS account. With this option, Salesforce creates and assumes an AWS IAM role on your behalf to integrate Voice with Amazon Connect.
            • Use an Existing Amazon Connect Instance Integrated by Salesforce
              Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with your existing Amazon Connect instance. Let Salesforce Help you integrate Voice with your existing Amazon Connect instance. Choose this option if you have an AWS account and an Amazon Connect instance you want to use with Voice.
            • Use an Existing Amazon Connect Instance Integrated by You
              You can manually integrate Voice with an existing Amazon Connect instance by importing the contact center definition XML file. Choose this option if you don’t want Salesforce to assume your AWS IAM role.

            See Also

             
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