---
schema_version: "1"
id: d5ba43b2784c80c7e850531beb09f0060392932b9cb9cfb2e41d581fcaefb4f4
title: Set Up Salesforce Voice with Amazon Connect
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/collections_setup_service_cloud_voice_amazon_connect.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.collections_setup_service_cloud_voice_amazon_connect.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2d68a4dbf0cb1c55fd2871e82fe379003a233bb181f9c5a08dea6963159e2ccd
description: Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrates Amazon's cloud contact center directly into the Service Cloud Console. This creates a unified rep workspace that combines phone, digital channels, and customer data, and prevents Collections reps from switching between separate phone systems and the Salesforce app. Turn On Salesforce Voice with Amazon Connect, set up contact center, update root-email address, turn on Service Setup Assistant, configure Omni-Channel unified routing and after conversation work time.
products:
  - Industry Solutions
  - Cross Cloud
release: "264"
---
# Set Up Salesforce Voice with Amazon Connect

Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrates Amazon's cloud contact center directly into the Service Cloud Console. This creates a unified rep workspace that combines phone, digital channels, and customer data, and prevents Collections reps from switching between separate phone systems and the Salesforce app. Turn On Salesforce Voice with Amazon Connect, set up contact center, update root-email address, turn on Service Setup Assistant, configure Omni-Channel unified routing and after conversation work time.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=ind.collections_editions_permissions.htm&amp;release=264.0.0&amp;type=5" title="Review the supported products, editions, and permissions for Collections. Then learn how your product handles permissions and how to assign them.">View product and edition availability.</a></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d9128e68">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">To set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">To set up Identity Provider:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">Manage Identity Provider</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">To view the Amazon Contact Centers page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">Customize Application AND Manage Call Centers</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">Salesforce Voice Contact Center Admin</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">To run the Service Setup Assistant:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">To create a service channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">To create and save Lightning pages in the Lightning App Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9128e68 ">Customize Application</td>

          </tr>
        </tbody>
      </table>

Before you set up Salesforce Voice, complete these prerequisites.

- [Before you begin setting up your Voice contact center, take care of essential planning steps](https://help.salesforce.com/s/articleView?id=service.voice_planning_checklist.htm&language=en_US).
- [Choose your Salesforce Voice telephony model to set up Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&language=en_US).
- [Prepare your network for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&language=en_US).
- [Enable Omni-Channel](https://help.salesforce.com/s/articleView?id=service.voice_omni_channel_enable.htm&language=en_US).
- [Set up Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_setup_idp.htm&language=en_US).
- [Before setting up Salesforce Voice, review its limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&language=en_US).

1. [Turn On Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_enable.htm&language=en_US).
2. After you create Amazon Web Services subaccount, [confirm your company’s tax registration number for the subaccount](https://help.salesforce.com/s/articleView?id=service.voice_setup_confirm_tax_registration.htm&language=en_US).
3. [Set up your contact center for Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&type=5&language=en_US).
4. To access the Service Console features, turn on Service Console.
    1. From Setup, in the Quick Find box, find, and select **Service Setup Assistant**.
    2. Turn on Service Setup Assistant.
5. To manage reps, queues, routing logic, rep statuses, and Omni-Channel Supervisor directly in Salesforce, [configure Omni-Channel Unified routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&language=en_US).
    - Make sure that you enable Omni-Channel and Enhanced Omni-Channel Routing.
    - The Update and Route Collection Campaign Call prebuilt flow doesn't include logic for Skills-Based and Direct-to-Agent Routing. If you plan to implement this, enable Skills-Based and Direct-to-Agent Routing, and clone and customize the prebuilt flow, Update and Route Collection Campaign Call.
    - Clone the prebuilt flow, Update and Route Collection Campaign Call, and note the label and API name of the cloned flow. When creating a Contact Center Channel, go to the Contact Center Channels section, and select the cloned flow's API name in the Call Routing Type field, and then enter the cloned flow label name and fallback queue name. This configuration makes sure that phone channel calls are routed according to the business logic specified in the flow.
6. To give collections reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation, [configure After Conversation Work (ACW) time, and add the After Conversation Work component to your voice call record details page](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&language=en_US).