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Contact Center Version 10.X And Below
Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version.
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
Contact Center v10.1
Available Date: November 17, 2022
This version includes bug fixes. We fixed issues where voice calls and voicemails weren't routed using Omni-Channel flows.
Contact Center v10.0
Available Date: November 1, 2022
This version includes the following changes.
- Contact flow enhancements:
- New, modularized contact flows for real-time transcription, Omni-Channel flow routing, and voicemail.
- Updated sample contact flow names and descriptions.
- Lambda logging improvements: more log lines and logging level control using Lambda environment variables.
- Serverless application 10.0.0 for Salesforce Voice with Partner Telephony from Amazon Connect customers.
- Bug fixes:
- CTRSync no longer throws an error when it encounters unsupported voice call types.
- Fixed Universal Call Recording policy for Salesforce Voice with Partner Telephony from Amazon Connect.
- CTRDataSyncFunction, HandleContactEvents, and ContactLensConsumerFunction Lambda functions now call the active versions of other Lambda functions.
- The Salesforce Voice Connect Dashboard now shows data.
- Basic Queue is now the working queue for inbound contact flows.
For more information, see:
Contact Center v9.1
Available Date: July 18, 2022
This version includes fixes for these contact center bugs.
- The ContactLensConsumer Lambda function was missing SSM permissions, which prevents the enablement of Contact Lens transcription.
- Some customers couldn’t update their 8.0 contact center to 9.0 because they renamed the 'Basic Queue’ queue.
- Some Salesforce Voice with Partner Telephony from Amazon Connect customers couldn’t upgrade their serverless application to 9.0.
If you previously tried to update your contact center to 9.0 but the update failed, run the v9.1 update. If you run the v9.1 update and receive a message that states that the previous update is still in progress, contact Salesforce Customer Support.
Contact Center v9.0
Available Date: June 11, 2022
This version includes the following changes.
- Updated the ContactLensConsumerFunction Lambda function to use utterance events for better real-time receivable performance. See Using Salesforce Voice Contact Flows
- Added out-of-the-box sample contact flows that are enabled with Contact Lens. See Transcribe Longer Calls with Contact Lens.
For more information, see:
- Salesforce Voice with Telephony Providers Implementation Guide: Using Salesforce Voice Contact Flows
- Salesforce Help: Transcribe Longer Calls with Contact Lens
Contact Center v8.0
Available Date: February 15, 2022
This version includes the following changes.
- Updated the kvsTranscriber Lambda function to support custom vocabulary for real-time transcription using Amazon Transcribe.
- Added support for Amazon Connect Contact Lens (Pilot).
- Added out-of-the-box Lambda warm up for the InvokeTelephonyIntegrationApi Lambda function.
- Provided automatic PSR cleanup for abandoned calls using the HandleContactEvents Lambda function.
- Enhanced IAM roles and permissions to enable universal call recording.
For more information, see:
- Spring ’22 Release Notes: Improve Transcriptions with Contact Lens for Amazon Connect (Pilot)
- Salesforce Voice with Telephony Providers Implementation Guide: HandleContactEvents Lambda Function
Contact Center v7.2
Available Date: January 18, 2022
This version updates the KVSTranscriber Lambda log4j library to 2.17.1, which mitigates Apache log4j security issues. To address this security vulnerability, we highly recommend that you apply this update.
Contact Center v7.1
Available Date: August 31, 2021
This version includes the following changes.
- For new customers, we created a contact flow, Sample_SCV_Inbound_Subflow, that can be called by your inbound contact flow to run an Omni-Channel flow to route calls. For existing customers, download Sample_SCV_Inbound_Subflow contact flow from GitHub and import it into your Amazon Connect instance.
See Winter ’22 Release Notes: Route Calls with Omni-Channel Flows (Beta).
Contact Center v7.0
Available Date: August 04, 2021
This version includes the following changes.
- Added AWS EventBridge service to keep Lambdas warm.
- Added versioning for Lambdas to easily roll back changes made during a contact center update.
- Updated Lambdas to include layers and allow custom inline Lambda editing. Lambda layers keep your code lightweight and give you more room for customization.
Contact Center v6.2
Available Date: June 14, 2021
This version updates the Service Cloud Lambda runtimes for NodeJS to 14 and Python to 3.8.
Contact Center v6.1
Available Date: June 02, 2021
This version includes added support for real-time transcription for queued callback requests. Also includes bug fixes.
Contact Center v6.0
Available Date: February 16, 2021
This version includes added support for more real-time transcription languages: Italian, German, Japanese, Korean, and Brazilian Portuguese. Previously, real-time transcription was available only for English, French, and Spanish languages.
See Spring ’21 Release Notes: Warm Up Your Lambda Functions and Get Real-Time Transcription in More Languages in Voice
Contact Center v5.0
Available Date: January 25, 2021
This version includes bug fixes.
Contact Center v4.0
Available Date: January 15, 2021
This version includes the following changes.
- Updated the kvsTranscriber Lambda function for the new Create Transcript REST API endpoint
- Added Update Contact Center feature for Spring ’21
- Added Update Key Pair feature for Spring ’21
- Added support for the pause and resume call recording feature for Spring ’21
For more information, see:
- Spring ’21 Release Notes: Update to the Latest Telephony Integration API
- Spring ’21 Release Notes: See When Your Key Pair Expires
- Winter ’21 Release Notes: Let Agents Pause and Resume Call Recording
Contact Center v2.0 - v3.0
Available Date: n/a
These versions are internal releases.
Contact Center v1.0
Available Date: July 21, 2020
This version is the generally available release.
See Summer ’21 Release Notes: Voice: Intelligent Telephony Inside the Service Console
