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.

This article applies to:

• Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect through XML import)

If you have a Partner Amazon Contact Center, create the first contact center through XML import. Then you can create the subsequent contact centers using the Multi-Org contact center set up approach.

If you have an Amazon Connect instance configured with a S3 bucket, CTR (contact record) Stream, and Contact Lens, you can create the ‌first contact center using the Multi-Org contact center set up approach.

Starting with contact center version 19.0, configuration parameters are stored in the AWS Secret Manager instead of the SSM Parameter Store. The contact center agnostic configuration values are stored in environment variables. The contact center specific configuration values are stored in the respective Secret Manager for each contact center. All the Lambda functions read the configuration parameters from the Secret Manager.

Lambda Function	Used for Single Contact Center	Used for Multi-org contact center
AuthKeySSMUtil	Yes	Yes
contactDataSync	Yes	Yes
contactLensConsumer	Yes	No
contactLensProcessor	Yes	Yes
ctrDataSync	Yes	Yes
handleContactEvents	Yes	No
invokeSFRestApi	Yes	Yes
invokeTelephonyIntegrationApi	Yes	Yes
kvsConsumerTrigger	Yes	Yes
kvsTranscriber	Yes	Yes
postCallAnalysisTrigger	Yes	No
realtimeAlert	Yes	No
voiceMailAudioProcessing	Yes	Yes
voiceMailTranscribe	Yes	Yes
voiceMailpackaging	Yes	No
multiorgContactLensConsumer	No	Yes
multiorgHandleContactEvents	No	Yes
multiorgPostCallAnalysisTrigger	No	Yes
multiorgVoiceMailPackaging	No	Yes

• Set Up Multi-Org Contact Centers
  Execute the CloudFormation templates and import XML files to configure your AWS account and Salesforce orgs to set up multi-org contact centers.