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

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).