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            Update the Key Pair for Your Contact Center

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            Update the Key Pair for Your Contact Center

            Voice uses public-private key pairs to authenticate the telephony service request between Amazon Web Services and Salesforce. If a key pair expires, then your contact center can’t connect to the service, and customer calls go unanswered. Update your key pair before it expires.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.

            Key pairs expire after one year for security reasons. Salesforce shows a reminder notification in the Service Console 30 days before the key pair expires, five days before it expires, and after it expires.

            To see when the key pair expires, go to the Amazon Contact Centers page in Setup or to the Contact Center detail page.

            When you update your contact center, the key pair is also updated. Update the contact center during scheduled maintenance or off-peak hours to avoid any disruptions.

            Note
            Note Orgs that were created before Spring ’21 must install the latest version of the contact center. Otherwise, the Update Key Pair button isn’t available.

            For Service Cloud Voice with Partner Telephony from Amazon Connect, if you create a contact center using an import.xml file, you must add the reqUpdateCredential attribute for the Update Key button to be available. For more information on the attributes, see Prepare Contact Center Definition File.

            1. From Setup, enter Amazon Contact Centers in the Quick Find box, then select Amazon Contact Centers.
            2. In the actions menu next to your contact center, click Update Key.
              A window opens asking you to confirm your selection.
              You also can update the key pair on the Contact Center detail page.
            3. To confirm that you want to install the updates, click Update Key.
              The key pair is updated.

            You can manually save your keys if your contact center definition file doesn’t contain the reqUpdateCredential attribute. For details, see Create Contact Center Connectivity from Lambda Function.

             
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