Troubleshooting Salesforce Voice Contact Center Creation or Update Failures

If you encounter failures when creating or updating a contact center in Salesforce Voice, follow these troubleshooting steps based on the likely cause.

1. Address Insufficient Permissions for ProvisioningRole

Creation or update failures may occur if the permissions attached to the ProvisioningRole are insufficient.

• Action: Attach the AdministratorAccess policy (AWS managed policy) to the role.

• Note: You can safely detach this policy once the contact center operation is successfully completed.

2. Resolve Issues with the CloudFormation Stack

Regardless of your target provisioning region, a CloudFormation stack named SCVBYOATenantStack is created in the US East (N. Virginia) region (us-east-1). This stack deploys shared resources for the contact center. If this stack's status is UPDATE_ROLLBACK_COMPLETE, the operation may fail.

Follow these steps to set the status to UPDATE_COMPLETE:

1. Log in to the AWS Management Console and navigate to the CloudFormation service in the US East (N. Virginia) region.

2. Select SCVBYOATenantStack and perform the following:

   • Select Update | Edit ready-to-use template | Use current template | Next.

   • On the Specify stack details page, click Next.

   • On the Configure stack options page, click Next.

   • On the Review SCVBYOATenantStack page, scroll to the bottom and acknowledge the following:

     • I acknowledge that AWS CloudFormation might create IAM resources with custom names.

     • I acknowledge that AWS CloudFormation might require the following capability: CAPABILITY_AUTO_EXPAND.

3. Click Submit.

4. After a few minutes, verify that the stack status has changed to UPDATE_COMPLETE.

5. Re-attempt the contact center creation or update (ensure AdministratorAccess is attached to the ProvisioningRole if necessary).

3. Contact Salesforce Support for Internal Record Issues

In some cases, internal Salesforce records may block the provisioning process. These records are not accessible to customers and must be cleared by Salesforce Support.

If the steps above do not resolve the issue, please open a support case with the following information:

• Explicit permission for Support to delete the relevant internal records.

• Explicit permission for Support to modify internal parameters (required for the deletion process).

• A PDF copy of the email notification stating that the contact center creation/update failed.

• Grant Login Access to a System Administrator for the affected organization.

Note: These internal operations performed by Support will not negatively impact your environment.