Get the Latest Enhancements for Your Amazon Connect Contact Center

Update your contact center to version 20.0 to unlock the latest Service Cloud Voice features. This version introduces a Lambda layer for running service health checks, and contact flows and subflows for voicemail drop. 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.

Note Voicemail Drop is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion.

Why: Contact center version 20.0 includes several key capabilities:

• Introduces a contact flow and subflows to handle call disconnect events, and updates the Lambda function to fetch the default recording URL for voicemail drop.
• Introduces an S3 role to perform CRUD operations in the S3 bucket for voicemail drop.
• Provides an option to install a Health Check Lambda layer to run self-service checks for contact centers.
• Includes Lambda optimizations to support unified routing transfers.