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Configure Your Amazon Connect Instance
Get your contact center up and running by configuring your Amazon Connect instance to work with Service Cloud Voice.
Required Editions
This article applies to:
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
| View supported editions. |
When you turn on Service Cloud Voice in your org, Salesforce creates an Amazon Web Services account for you. When you create your Voice contact center, Salesforce creates an Amazon Connect instance for you. Configure your Connect instance so it works with Voice. As a best practice, use an IAM user account, instead of the root user account, to complete these configuration tasks. These instructions help you set up a basic Voice contact center. Many companies also wish to customize their telephony system to support their business processes. For information about customizing your Amazon Connect instance, see Enhance Service Cloud Voice with Amazon Connect.
Create an IAM User for Amazon Web Services
As a best practice and when possible, use an IAM user account instead of the root user account in AWS. The root user account has unrestricted access to all the resources in your AWS account. To keep the root user account secure, create an IAM User and log in with that account to configure your Amazon Connect instance for Service Cloud Voice. For more information, see Creating Your First IAM Admin User and User Group in the AWS Identity and Access Management User Guide.
Claim a Phone Number in Amazon Connect
To receive or make calls, you need a phone number. Amazon Connect provides several options, including claiming an available number and porting an existing number, among other options. For more details, see Set up phone numbers for your contact center in the Amazon Connect Administrator Guide.
To get your contact center up and running immediately, you can claim an available phone number in Amazon Connect for use with inbound and outbound calls for all contact center users. We recommend this setup for service use cases.
You must choose from a list of available phone numbers in Amazon Connect. You can’t request a specific number unless you already have it through your current telephony provider and request to port it to Amazon Connect. If you have a current phone number that you want to use for your contact, submit a request to AWS to port your current phone number. It can take between 2-12 weeks to port a number.
To claim a phone number in Amazon Connect, log in to your Amazon Connect instance and follow these steps:
- Hover over Channels and click Phone numbers.
- Click Claim a number. If you’ve reached the limit of phone numbers in your Amazon Connect instance, see the instructions in Increase Amazon Service Quotas.
- In the country menu, select your country. Amazon Connect suggests phone numbers with the country code and number format for that country.
- Select a number from the list of available phone numbers. If you want to request an area code that isn’t shown in the list of numbers, contact Amazon Web Services per the instructions in Claim a phone number in your country.
- In the Contact Flow/IVR menu, select Sample SCV Inbound Flow Amazon Connect flow.
- Save your work.
For more information, see Sample Flows for Service Cloud Voice.
Set Up a Queue
Select a queue for outbound calls.
- Hover over Routing and click Queues.
- Click BasicQueue.
- In the Outbound caller ID number menu, select the phone number that you claimed.
- In the Outbound whisper flow menu, select the Sample SCV Outbound Flow with Transcription using Contact Lens Amazon Connect flow.
- Save your work.
If you want to create more queues, click Add queue and specify the queue’s settings.
