Update Your Contact Center

This article applies to:

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

Salesforce occasionally adds AWS Lambda functions, makes improvements to the Lambda functions, AWS identity, access management roles (IAM) and policies, and adds and updates packaged AWS contact flows for Service Cloud Voice. Salesforce can also improve security and enable new features for contact centers. To see what’s included in the update, click Learn More in the notification on the Amazon Contact Centers page in Setup. Updating is optional but highly recommended.

When you create a contact center, it automatically installs the latest version. When you update your contact center, the key pair is updated and, if available, we install new contact flows. If updated versions of the packaged contact flows are available, we don’t install or overwrite your existing contact flows. To get the latest versions of these contact flows, import them into Amazon Connect from our GitHub repository.

Review these considerations before you update your contact center. 

• The update is optional but strongly recommended.
• Installing the update overwrites the Lambda functions that Salesforce provides and the environmental variables that you set for your Lambda functions. The new version of each Lambda function works by default. However, if you previously customized your Lambda functions, you must apply those changes again.
• Users can continue to work during the update.
• The update usually takes a few minutes.

If using Service Cloud Voice with Partner Telephony from Amazon Connect, apply the latest provisioning policy to your existing IAM role to grant the required permissions. If you don’t update the policy beforehand, the update can fail. To apply the latest policy, edit the existing inline policy.

• In the navigation pane of the AWS Management Console, choose Roles.
• Choose the name of the IAM role, and then choose the Permissions tab and expand the policy.
• Select Edit Policy.
• Enter the updated policy in the JSON text box. You can find the latest inline policy here: https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam_policies/SCVProvisioningPolicy.json
• In the policy, replace all instances of <AWS_ACCOUNT_ID> with your AWS account ID.
• If needed, resolve any security warnings, errors, or general warnings generated during policy validation, and then choose Next.
• To save your changes without affecting the currently attached entities, clear the check box for Save as default version.
• On the Review page, review the policy summary and then click Save changes.

Additionally, if you use an IAM permissions boundary for provisioning roles, make sure to update the boundary to match the updated provisioning role.