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Turn On Service Cloud Voice with Amazon Connect
When you turn on Service Cloud Voice with Amazon Connect, Salesforce creates an Amazon Web Services (AWS) account that’s used to create your Amazon Connect instance.
Required Editions
- In Salesforce, from Setup, enter Amazon Setup in the Quick Find box, then select Amazon Setup.
- Select Turn On Service Cloud Voice.
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Enter the root email address two times.
Salesforce uses this email address to create the root user in your Amazon Web Services subaccount. The root email address must be unique and can’t be used with another AWS service. Write down this email address because you need it later to configure your Amazon Connect instance.
For details, see AWS Account Root User. To access Amazon Web Services documentation, go to https://docs.aws.amazon.com.
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Click Turn On Voice.
It can take a while for Voice to turn on. To see whether the process is completed, refresh the Amazon Setup page. If an error occurs, contact Salesforce Customer Support. Trying to turn on Voice again can cause Service Cloud Voice to be in an inconsistent state.
After Voice is turned on, you receive two emails. When the Amazon Web Services account is enabled, AWS sends an email to the root user email address to notify you. Salesforce sends an email to notify the Salesforce admin that Voice is turned on.
- If needed, you can reset your email address or password for the AWS root user.
- Sign in to your AWS Management console using your root email address and new password.
Create IAM users with admin privileges in the AWS account as a secure alternative for logging into AWS, in case of MFA issues with the root credentials. For details, see Create an IAM User in your AWS Account.
To increase security on the root user account, enable multi-factor authentication (MFA) on the account.
