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Contact Center Version 21.X
Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 21.X.
Required Editions
| View supported editions. |
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
Contact Center v21.0
Contact center version 21.0 is available from May 8, 2026.
This version includes these changes.
| Change | Applicable Telephony Models |
|---|---|
| Introduced retry logic with exponential backoff for the Contact Lens processor, KVS Transcriber, and post-call analysis to handle rate-limiting responses from the Conversation Service. This change makes transcription and conversation analysis more reliable. |
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| Added support for a scheduled routing date and time parameter for the Callback Telephony API, enabling callbacks to be scheduled at a planned time if required. |
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| Improved logic for the recording upload process to make sure that call recordings are only uploaded when a rep is connected, preventing IVR-only segments from being incorrectly linked to voice call records. |
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Added a lambda enhancement to dynamically generate and pass JWT tokens into the User-to-User Information (UUI) section during SIP transfers so that the Amazon Connect IVR consumes secure parameters. |
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Introduced a contact ID ownership check while processing voicemail audio, preventing data corruption and mixed or incomplete recordings during high-load periods. |
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| Addressed multiple security vulnerabilities and upgraded infrastructure dependencies to ensure compliance. |
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| Introduced a new Lambda function to retrieve recording URLs from cache or from entity data for Voicemail Drop and Voicemail Greeting features, providing a single, optimized path to access recording data. |
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