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            Replace Open CTI with Salesforce Voice with Partner Telephony from Amazon Connect (Path 2)

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            Replace Open CTI with Salesforce Voice with Partner Telephony from Amazon Connect (Path 2)

            Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony from Amazon Connect. This migration path is ideal if you already operate your own Amazon Connect instance and want to bring it into Salesforce Voice.

            You maintain ownership and control of the AWS account, IVR contact flows, routing, and telephony costs, while Salesforce handles the Amazon Connect connector.

            What You Keep

            In this migration path, you keep:

            • Your AWS account and your billing relationship with AWS
            • Your Amazon Connect instance, contact flows, queues, and rep skills
            • Your phone numbers, IVR, recording config, and AWS-side automations

            What Changes

            Here's what changes when you migrate:

            • The Salesforce-side adapter is replaced with the Salesforce Voice Amazon Connect connector.
            • Salesforce provides the rep UI, while Amazon Connect remains the telephony engine.
            • Some Amazon Connect rep functions, such as login, status, and call accept and end, now route through Salesforce via Omni-Channel instead of the standalone Connect app for reps.
            1. Check the Salesforce Voice Setup Prerequisites.
            2. Turn on Salesforce Voice with Partner Telephony from Amazon Connect.
            3. Configure AWS Identity and Access Management (IAM) Role for Voice.
            4. Complete the shared migration steps documented in Shared Steps for Open CTI Migration.
            5. Configure AWS and Salesforce.
              1. In AWS Connect, associate your Salesforce org via the Amazon Connect integration setup.
              2. In Salesforce, configure the Contact Center with your Amazon Connect instance ARN.
              3. Map your existing Amazon Connect users to Salesforce users.
              4. Configure Amazon Connect contact flows to route calls into the Salesforce Voice Contact Center.

            Roadblocks to Watch For

            When following this migration path, watch out for these issues.

            • AWS account region mismatch: Verify that your Amazon Connect instance is in a region supported by Salesforce Voice.
            • Existing Amazon Connect rep app conflicts: Reps using the standalone Amazon Connect app and the new Salesforce Voice softphone will see duplicate sessions, so plan a clean cutover.
            • Custom Amazon Connect Lambdas: If your contact flows call custom Lambdas that integrate with your CRM, consider retiring them after migration, as the same logic will now be replicated in Omni-Channel flows.

            Extend Amazon Connect to Other Channels

            For organizations who want voice and other digital channels (chat, SMS, social) unified on Amazon Connect, consider Salesforce Contact Center with Amazon Connect (SCC-AC). This solution extends path 2 and requires that you operate your own Amazon Connect instance. Review the limitations.

             
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