--- schema_version: "1" id: f077306ad53d62b59bd504a301ca5f10ee04da36c2518dbf2ea8b86d3484cd85 title: Configure Amazon Connect for Agentforce Voice Real-Time Streaming collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agentforce_voice_configure_amazon_connect.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_configure_amazon_connect.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: e1e73364abf379f88a204b6ae3b455e5b75f62ebfdb74849ef1b5ad7af5c5898 description: Configure Amazon Connect to hand off live voice calls to a voice-enabled Agentforce Service agent. products: - Agentforce - Cross Cloud release: "264" --- # Configure Amazon Connect for Agentforce Voice Real-Time Streaming Configure Amazon Connect to hand off live voice calls to a voice-enabled Agentforce Service agent. Configure the Amazon orchestration AI agent by using the Amazon Q in Connect API. Amazon Connect doesn't have a console page for this configuration. 1. Create the orchestration AI agent. 2. Turn on audio streaming. 3. Configure the agent to hand off the call to Agentforce Voice on the first turn. 4. Publish a version of the agent before you use it in a contact flow. Sign each setup request with AWS Signature Version 4 (SigV4). Use the AWS Command Line Interface (CLI) for most commands. The CLI doesn't support the request fields for the A2A application or for the multi-agent AI agent configuration, so use `awscurl` for those commands. - **[Before You Begin](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_realtime_streaming_before_you_begin.htm&release=264.0.0&type=5)** Complete these prerequisites before you configure Amazon Connect. - **[Configure AWS Access](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_realtime_streaming_aws_access.htm&release=264.0.0&type=5)** Confirm that your Amazon account can create resources for Agentforce Voice with Real-Time Streaming. Configure settings using your root user account or grant the required permissions to an IAM user or role. - **[Create a Q in Connect Assistant](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_realtime_streaming_q_assistant.htm&release=264.0.0&type=5)** Create a Q in Connect assistant and associate it with the Amazon Connect instance. - **[Configure WebSocket Authentication for Agentforce Voice](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_realtime_streaming_authentication.htm&release=264.0.0&type=5)** When a call enters Amazon Connect, Amazon Connect opens a real-time connection to Salesforce and routes the call to the Agentforce agent. To secure the connection, Amazon Connect sends an API key (referred to by Salesforce as a JWT token) and stores it in AWS Secrets Manager. The token authenticates requests from your Amazon Connect instance. Authentication steps vary depending on whether you use Salesforce Voice with Telephony Providers. - **[Register the A2A Application](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_register_a2a_application.htm&release=264.0.0&type=5)** Create an Agent-to-Agent (A2A) server application that points Amazon Connect at your public Agentforce WebSocket URL and JWT secret. Save the application ID and ARN, and confirm the application type, URL, authentication type, and JWT secret ARN. - **[Associate the Application with the Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_associate_a2a_application.htm&release=264.0.0&type=5)** Add the registered A2A application to this Amazon Connect instance so the instance can open the Agentforce WebSocket. Use the application ARN returned when you registered the application. - **[Create the Security Profile](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_create_security_profile.htm&release=264.0.0&type=5)** Create a dedicated Amazon Connect security profile for the third-party A2A integration. This profile becomes the authorization boundary between the Amazon Q orchestration agent and the external Salesforce A2A application. - **[Allow the Application on the Security Profile](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_allow_a2a_security_profile.htm&release=264.0.0&type=5)** Allow the A2A application on the Connect AI agent’s security profile, and associate that profile with the agent. Connect can’t hand the voice contact to Agentforce until the profile allows the application. - **[Add Agentforce as the Voice Collaborator](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_add_voice_collaborator.htm&release=264.0.0&type=5)** Create an orchestration AI agent that hands the voice contact to Agentforce on the first turn, with Agentforce using its own voice. Save the agent configuration and create the agent. Connect streams PCM audio at 8 kHz, 16 kHz, or 24 kHz. - **[Create the Amazon Lex Bot](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_create_amazon_lex_bot.htm&release=264.0.0&type=5)** Create an Amazon Lex V2 bot that sends a voice contact to the Agentforce agent. Keep the bot and the Q in Connect assistant in the same region. - **[Publish the AI Agent Version](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_publish_ai_agent_version.htm&release=264.0.0&type=5)** Publishing a version applies the new agent configuration to new contacts. Use that same version on the security profile and in the contact flow. A new voice contact that reaches the flow then opens one WebSocket to Agentforce for the session. #### See Also - [_Amazon Documentation:_ Set up collaboration with an external AI agent](https://docs.aws.amazon.com/connect/latest/adminguide/a2a-setup-external.html)