Update your contact center to version 20.1 to unlock the latest Service Cloud Voice features. This version automatically refreshes JSON Web Tokens (JWTs) every five minutes to ensure uninterrupted transcriptions during long calls and provides optimized resource management during stack updates. You also gain improved security updates and advanced health diagnostics for your contact center environment. To test the updates before they go live in production, deploy them to your sandbox first.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. Available in Salesforce orgs with these telephony models.
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. View supported editions.
Why: Contact center version 20.1 includes several key capabilities:
- Automatically refreshes JWTs every five minutes for continuous transcription during long calls.
- Provides updated Lambda packages to strengthen system security.
- Optimizes concurrent operations in the configuration bucket during stack updates for easier deployments.
- Supports JWT authentication for Session Initiation Protocol (SIP) transfers for seamless data exchange between telephony systems.
- Refines contact center health diagnostics with an updated Health Check Lambda and dedicated reporting roles.