Update your contact center to version 21 to unlock the latest Voice features. This version introduces robust retry logic to handle rate limiting seamlessly, advanced controls for scheduled callbacks, and dynamic security token generation for Session Initiation Protocol (SIP) transfers. To test the updates before they go live in production, deploy them to your sandbox first.
Where: This change is available in Salesforce orgs with these telephony models.
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions for Salesforce Voice.
Why: Contact center version 21 includes several key capabilities:
- Introduces retry logic with exponential backoff for the Contact Lens processor, KVS Transcriber, and post-call analysis to reliably handle rate-limiting responses from the Conversation Service.
- Updates the Callback Telephony API to support a scheduled routing date and time parameter, enabling better control over callback execution flows. See Using the Telephony Integration API, and Request a Callback.
- Includes logic to ensure call recordings are only uploaded when there’s an actual rep interaction, preventing IVR-only recordings from incorrectly appearing on voice call records.
- Provides lambda enhancement to dynamically generate and pass JWT tokens into the User-to-User Information (UUI) section during SIP transfers.
- Enables Transit Gateway and pipe creation operations for Salesforce Voice with Amazon Connect setups through updated Service Control Policies (SCPs).
- Resolves a timing conflict during CloudFormation bucket configuration to prevent stack creation failures in Salesforce Voice with Partner Telephony from Amazon Connect setups.
- Introduces a contact ID ownership check in voicemail audio processing to prevent data corruption and ensure complete recordings under high-load conditions.
- Addresses multiple security vulnerabilities and upgrades infrastructure dependencies to ensure compliance.
- Introduces a new Lambda function to retrieve recording URLs from cache or entity for Voicemail Drop and Voicemail Greeting features.