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            Increase Amazon Service Quotas

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            Increase Amazon Service Quotas

            Service Cloud Voice uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Service Cloud Voice with Amazon Connect, contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Service Cloud Voice with Partner Telephony from Amazon Connect, contact AWS.

            Required Editions

            This article applies to:

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

            This table lists some of the AWS service quotas that customers often need to increase. For comprehensive documentation about service quotas, see Amazon Connect service quotas in the Amazon Connect Administrator Guide and Guidelines and quotas in the Amazon Transcribe Developer Guide.

            Product Service Quota Default Value Notes
            Amazon Connect Concurrent Active Calls Per Instance 10

            Most organizations need to increase these quotas to support higher call volumes.

            If you increase this quota and use real-time transcription, then you must also increase the quota for “Number of Concurrent Transcription Jobs” for Amazon Transcribe.
            Amazon Connect Phone Numbers Per Instance 5 Most organizations that set up Voice to route calls directly to and from reps need to increase this quota to support more phone numbers for their contact center.
            Amazon Connect Amazon Connect Instances Per Account 2  
            Amazon Connect Amazon Connect Service API Rate Limit for UpdateContactRoutingData 20 Organizations using Omni-Channel Unified Routing should request evaluation of the Amazon Connect UpdateContactRoutingData API limit to meet call volume. A rate limit increase may be needed.
            Amazon Transcribe Number of Concurrent Transcription Jobs 5

            Most organizations need to increase these quotas to support higher call volumes.

            This quota is referred to by two names in AWS. In the Amazon Transcribe documentation, it’s called “Number of concurrent HTTP/2 streams for streaming transcription.” When you open a case to request an increase, the option is called “Number of concurrent transcription jobs.”

            Before submitting a request to increase the quotas for Service Cloud Voice with Partner Telephony from Amazon Connect, make sure that your AWS account is registered for AWS Support. To increase the quotas for Service Cloud Voice with Amazon Connect, contact Salesforce support instead.

            To increase your service quotas for Service Cloud Voice with Partner Telephony from Amazon Connect, follow these steps:

            1. Log in to the AWS Management Console.
            2. Click Create a case.
            3. Select Service limit increase.
            4. Select the product to see the service quotas for that product.
            5. Fill out the details and click Submit.

            See Also

             
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