Update your contact center to version 21.1 for enhanced real-time transcription and streamlined voice routing. This version fixes AWS Transcribe transcript delivery during calls and enhances the invokeTelephonyIntegrationApi lambda function with an API endpoint for Dynamic Voice Routing in Agentforce Voice.
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 21.1 includes these key updates:
- Fixes real-time transcription with AWS Transcribe to ensure transcript messages deliver reliably during calls. This update resolves errors that previously prevented transcripts from appearing in real time.
- Enhanced the invokeTelephonyIntegrationApi lambda function with an API endpoint to support Dynamic Voice Routing for Agentforce Voice on Amazon Connect. With this change, you can call the reserveRoutableNumber Telephony Integration API directly from your Amazon Connect contact flows without manual integration steps. The API dynamically allocates a Direct Inward Dialing (DID) Public Switched Telephone Network (PSTN) number based on the provided country and caller number.
- Includes JWT authentication and AWS Secrets Manager integration to ensure phone numbers are allocated securely and consistently, even during high-demand periods.