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Replace Open CTI with Salesforce Voice with Amazon Connect (Path 3)
Learn how to migrate from Open CTI to Salesforce Voice with Amazon Connect, where Salesforce provisions and manages the Amazon Connect instance on your behalf. This migration path is ideal if you don't have an existing AWS account or prefer that Salesforce handle the telephony infrastructure.
In this path, Salesforce provisions an Amazon Connect instance in a Salesforce-owned AWS account. You interact with telephony configuration through Salesforce setup screens, not the AWS console.
What You Keep
In this migration path, you keep:
- Your phone numbers, which can be ported into the Salesforce-managed Amazon Connect instance
- Your IVR logic, which you can recreate in Amazon Connect contact flows
- Your call recording requirements — Salesforce provides recording storage options
What Changes
Here's what changes when you migrate:
- You no longer manage an AWS account. Salesforce owns and operates the Amazon Connect instance.
- Telephony billing moves from your AWS bill to your Salesforce contract.
- The rep UI, presence, and routing move from the Open CTI adapter to Omni-Channel and the Salesforce Voice softphone.
- AWS console access is not available. All telephony configuration is done through Salesforce setup.
- Check the Salesforce Voice Setup Prerequisites.
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Contact your Salesforce account executive to provision a Salesforce-managed Amazon
Connect instance for your org.
Provisioning is handled by Salesforce and may take several business days. Your account executive can provide a timeline and confirm the region where your instance is provisioned.
- Set up Salesforce Voice with Amazon Connect in your Salesforce org.
- Complete the shared migration steps documented in Shared Steps for Open CTI Migration.
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Recreate your IVR contact flows in the Salesforce-managed Amazon Connect
instance.
You can access the Amazon Connect contact flow editor through the Contact Center page in Salesforce Setup. If you have existing contact flow exports from a previous Amazon Connect instance, you can import them.
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Port your existing phone numbers to the Salesforce-managed Amazon Connect
instance.
Work with your telephony carrier and your Salesforce account team to initiate the porting process. Number porting timelines vary by carrier and region. Maintain your existing Open CTI setup until porting is complete.
Roadblocks to Watch For
When following this migration path, watch out for these issues.
- Custom AWS Lambda integrations: If your existing Open CTI adapter calls AWS Lambda functions in your own account for CRM lookups or custom logic, you'll need to recreate that logic in Omni-Channel flows or Salesforce Apex, since you won't have access to the AWS console in the Salesforce-managed instance.
- Complex IVR flows: Large or deeply nested Amazon Connect contact flows take time to recreate. Plan for a thorough review and testing cycle in a sandbox Contact Center before cutover.
- Phone number porting timelines: Number porting can take two to four weeks depending on your carrier. Factor this into your cutover plan and avoid scheduling the migration too close to high-volume periods.
- Recording storage: Salesforce Voice stores recordings in a Salesforce-managed S3 bucket. If you have compliance requirements around recording storage location, confirm the region and access model with your Salesforce account team before you start.
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