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How to Increase Service Quota Limits in Salesforce Voice with Amazon Connect

Publish Date: Jun 1, 2026
Description

When using Salesforce Voice (formerly Service Cloud Voice) with Amazon Connect, you may need to increase service limits (also called service quotas) for your AWS instance. This applies to scenarios such as exceeding concurrent call limits or agent capacity thresholds. Service quota increases for Salesforce Voice with Amazon Connect are handled through Salesforce Support, which coordinates with AWS on your behalf.

Note: This process applies only to Salesforce Voice with Amazon Connect (Resell). It does not apply to Voice with Partner Telephony (BYOT) or Voice with Partner Telephony from Amazon Connect (BYOA).

 

 

Resolution

Steps to Request a Service Quota Increase

  1. Navigate to Salesforce Help and create a new Support Case.
  2. Select Service Cloud Voice as the Product and Topic.
  3. Describe the service quota limit you need increased and provide your current quota values.
  4. Salesforce Support will review your request and coordinate with AWS Business Support to process the quota increase on your behalf.

You can also review the AWS documentation for a full list of service quotas and default limits: 
https://docs.aws.amazon.com/general/latest/gr/aws_service_limits.html

Knowledge Article Number

001484450

 
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Salesforce Help | Article