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            Use an Existing Amazon Connect Instance Integrated by You

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            Use an Existing Amazon Connect Instance Integrated by You

            You can manually integrate Voice with an existing Amazon Connect instance by importing the contact center definition XML file. Choose this option if you don’t want Salesforce to assume your AWS IAM role.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
            View supported editions.
            Important
            Important Starting from Summer ’ 25, the Get Started with Service Cloud Voice with Partner Telephony from Amazon Connect PDF guide is no longer valid for creating contact centers.
            • Create AWS Resources and cloudformation Template
              If you want to use the sample cloudformation template, you must also create the prerequisite AWS resources. You can execute the cloudformation template in any AWS region, but you must make sure that the Amazon Connect instance and ContactCenterStack are also in the same region. Before importing the contact center definition XML file to create a contact center, you must create the AWS resources in your AWS account.
            • Create a Contact Center
              Before creating a contact center in Salesforce org, you must create AWS artifacts and Connected App.
            • Configure Omni-Channel for Service Cloud Voice
              Follow these steps to configure Omni-Channel so reps can use it to accept and make calls. Create a contact center agent permission set, and then create a presence status and assign it to users. Add the Omni-Channel utility to the Lightning Service Console so reps can use the Omni-Channel softphone. Optionally, configure the After Conversation Work setting and add the After Conversation Component component to the Voice Call record page.
            • Assign Contact Center Permission Sets for Partner Telephony
              Use permission sets to control access to your Voice contact center. Give at least one user, such as yourself, the Contact Center Admin (Partner Telephony) permission set so they can set up the contact center. Give reps and supervisors the Contact Center Agent (Partner Telephony) permission set so they can make and receive voice calls and listen to call recordings.
            • Create Contact Center Connectivity from Lambda Function
              If you have added the UpdateCredentialRole attribute in the contact center definition file, use the Update Key option in the Contact Center details page to update the JWT key. If you haven't added the UpdateCredentialRole attribute in the contact center definition file, you must generate a self-signed sertificate with OpenSSL and update the contact center definition file based on the value.
            • Set Up Third Party Identity Provider
              You can also set up a third party identity provider.
            • Create a Phone Channel
              To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed.
            • Enable Universal Call Recording in an Existing Contact Center
              By default, the Universal Call Recording feature is disabled in Amazon Connect contact centers. To enable this feature in a Partner Telephony from Amazon Connect contact center that was created before Spring ’22, update the XML contact center definition file. Then import the XML file into your Salesforce org using the Metadata API to update the contact center setting.
            • Add and Remove Users in Your Partner Telephony Contact Center
              After you create a contact center for Service Cloud Voice with Partner Telephony or Service Cloud Voice with Partner Telephony from Amazon Connect, add users to your contact center. You can add Service Cloud Users who have the Contact Center Admin (Partner Telephony) permission set or the Contact Center Agent (Partner Telephony) permission set. Remove users who no longer need access.
            • Report on Your Contact Center
              Create a CRM Analytics App to report on your contact center’s key performance indicators (KPIs).
            • Maintain Your Contact Center
              Follow these steps to keep your contact center and contact flows up to date.
            • Multi-Org Contact Centers
              A multi-org contact center is a setup where you create different contact centers in different Salesforce orgs all backed by the same Amazon Connect instance. Multi-org helps to maintain distinct Salesforce environments while centralizing your telephony infrastructure. The setup process involves executing CloudFormation templates in your AWS account, and importing XML files to configure each org. You can’t create multiple contact centers connected to the same Amazon Connect instance in a single org.
             
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