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Create Your Amazon Connect Contact Center
Set up your contact center for Service Cloud Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and two Salesforce connected apps. Single sign-on (SSO) for the contact center is handled by one of the connected apps.
Required Editions
This article applies to:
- Service Cloud Voice with Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view the Amazon Contact Centers page: | Customize Application AND Manage Call Centers |
| To create and manage a contact center: | Contact Center Admin |
- Before starting this task, assign the Contact Center Admin permission set to at least one user and find out where your contact center is physically located.
- From Setup, in the Quick Find box, enter Amazon Setup, then select Amazon Setup.
-
In the Set Up Your Contact Center section, click Create Contact
Center. The Create Contact Center wizard opens.
Note You can also create a contact center by going to Setup, entering Amazon Contact Centers in the Quick Find box, and selecting Amazon Contact Centers. In the Contact Center list view, click New to start the wizard. - Enter a display name for your contact center.
- Enter an internal name for your contact center. The internal name is how other objects recognize your call center, similar to an API name. The internal name must be unique to your org, contain fewer than 20 characters, start with a letter, and contain only alphanumeric characters.
-
Select the region that’s closest to where your contact center is located
geographically. The list is populated with the AWS regions that support Amazon
Connect.
Note For information about AWS regions that support Amazon Connect, see Region Table in the AWS documentation. However, due to a contractual obligation specifically for Service Cloud Voice with Amazon Connect, US East (N. Virginia) isn’t available.
- Click Next.
- Select at least one administrator for the contact center. The list is populated with users who already have the Contact Center Admin and Contact Center Agent permission sets. To assign more users to the contact center, you must first assign them the correct permission sets.
-
Click Done. The window closes. It can take a few minutes to
create the contact center.
After the contact center is created, you can manage it by going to Setup, entering Amazon Contact Centers in the Quick Find box, and selecting Amazon Contact Centers.
Note If the contact center fails to be created, Salesforce sends you an email to help you
resolve the issue. For example, the message states that there was an error executing the
Cloudformation template. Or, the message can contain details, such as a missing permission
on the AWS side.
If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. The email contains details about why the failure occurred. For example, the contact center fails to be created if Amazon doesn’t have the required resources.
When you create the contact center, Salesforce creates these objects:
- Default for Voice routing configuration. You can use this routing configuration to route calls.
- SCV Basic Queue queue. If needed, you can assign calls to this default queue.
- Single Sign-On Connected App and REST API OAuth Connected App and assigns a connected app permission set to your contact center admins.
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