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            Manage Your Contact Center in Amazon Connect

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            Manage Your Contact Center in Amazon Connect

            Quickly access the Amazon Connect settings page for your contact center. To log in to Amazon Connect, you need the username and password for your Amazon Connect instance.

            Required Editions

            This article applies to:

            • Salesforce Voice with Amazon Connect
            • Salesforce Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
            To create and manage a contact center: Salesforce Voice Contact Center Admin

            This feature is available with these telephony models.

            Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect Salesforce Voice with Partner Telephony
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            1. From Setup, enter Amazon Contact Centers in the Quick Find box, then select Amazon Contact Centers.
            2. In the Contact Centers list view, click Connect Settings.
              The Amazon Connect settings page opens in a new browser tab. See the Amazon Connect Administrator Guide.
            • Migrate an Existing Salesforce Contact Center Created from an XML Import
              If you created your contact center using the XML-import process, migrate your contact center to take advantage of easier maintenance and additional features. Perform the migration to easily update your contact center to future versions–you won’t need to manually update the serverless application anymore. The migration also gives you access to more Salesforce Voice features.
            • Update Your Contact Center
              To access the latest functionality, install an updated version of your Service Cloud Voice contact center. When an update is available, you see a notification when you log in to Salesforce and go to the Amazon Contact Centers page in Setup.
            • Update the Key Pair for Your Contact Center
              Voice uses public-private key pairs to authenticate the telephony service request between Amazon Web Services and Salesforce. If a key pair expires, then your contact center can’t connect to the service, and customer calls go unanswered. Update your key pair before it expires.
            • Manage Contact Center Certificates
              Salesforce uses certificates to help ensure the security of your Salesforce Voice (formerly Service Cloud Voice) contact center. If your certificate is about to expire, we let you know by email so you can replace it with a new certificate. Salesforce Voice supports certificates with up to 4,096-bit keys.
            • Roll Back a Lambda Update
              Roll back Lambda changes made during a contact center upgrade with contact center versioning. Keep your custom Lambda modifications from being overridden during Salesforce Voice Lambda updates.
            • Delete a Contact Center
              You can delete a contact center from your Salesforce org. For example, you can delete the contact center to change the AWS region that’s hosting your Amazon Connect instance or to clean up your Sandbox org. Before you can delete a contact center, you must delete the voice calls associated with the contact center.
             
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