---
schema_version: "1"
id: 4b64878b7b9ec26e91cdaa0e913c781124c04eead48acce359ab4ec79929c070
title: Configure AWS Identity and Access Management (IAM) Role for Voice
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_ac_iam_role.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 487c378bbf7be69e7df0a19ae6d8561da3ea2f8ccb33b265e658b7c091bf1829
description: When using Salesforce Voice with Partner Telephony from Amazon Connect, you must create a role with the correct policy information. Then, when you set up a contact center in Salesforce using a new or existing Amazon Connect instance, use this IAM role ARN in Amazon Connect. Salesforce then accesses your Amazon Connect instance to build out your contact center automatically.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Configure AWS Identity and Access Management (IAM) Role for Voice

When using Salesforce Voice with Partner Telephony from Amazon Connect, you must create a role with the correct policy information. Then, when you set up a contact center in Salesforce using a new or existing Amazon Connect instance, use this IAM role ARN in Amazon Connect. Salesforce then accesses your Amazon Connect instance to build out your contact center automatically.

### Required Editions

This article applies to:

- Salesforce Voice with Partner Telephony from Amazon Connect

<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;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)

Important Salesforce Voice with Partner Telephony from Amazon Connect is different from the default Salesforce Voice product. In the default Voice product, Salesforce handles many of the Amazon Connect management and configuration tasks for you. If that’s what you want to set up, we’ve got you covered—see [Set Up Salesforce Voice with Amazon Connect](https://help.salesforce.com/articleView?id=service.voice_setup.htm&type=5&language=en_US).

You can also skip these steps by [manually creating a contact center](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_connect.htm&release=264.0.0&type=5 "With Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), you turn on Salesforce Voice and then integrate it with an Amazon Connect instance.") based on an existing Amazon Connect instance.

To create your IAM role, follow these steps:

1. Log in to your AWS account, access the IAM dashboard, and select **Roles** from the sidebar.
2. Create a role.
    1. Click the **Create role** button.
        
        ![Create role](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_pta_create_role.png)
    2. Select **AWS account** as the trusted entity type. Enter 793525387755 as the **Account ID**. Click **Next: Permissions**.
        
        ![Trusted entity type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_pta_trusted_type.png)
    3. On the **Add permissions** page, don’t select any options. Click **Next**.![Add permissions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_iam_add_perm.png)
    4. On the **Name, review, and create** page, enter ProvisioningRole for the **Role name**.
        
        ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)
        
        Important The role name must be spelled exactly as specified: “ProvisioningRole” (without a space). During the contact center creation flow, we look for this role by name.
    5. On the **Add tags** section, don’t select any options.
    6. Click **Create role**.![Name, review, and create page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_iam_create.png)
3. After the role is created, select it from the list of roles.
4. Create an inline policy.
    1. Go to the [https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam\_policies/SCVProvisioningPolicy.json](https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam_policies/SCVProvisioningPolicy.json) GitHub page and click the **Copy raw contents** icon to copy the entire policy in JSON format.
    2. Return to your AWS account and from the Permissions tab of the role, click **Add inline policy**.
        
        ![Add inline policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_pta_inline_policy.png)
    3. In the JSON tab, paste the policy you just copied, replacing any existing content.
    4. In the policy statement, replace all occurrences of `<AWS_ACCOUNT_ID>` with your 12-digit AWS Account ID.
    5. If you're integrating your contact center with an existing Amazon Connect instance and you've configured the instance to save call recordings to an Amazon S3 bucket, replace `<BYOAC_CUSTOM_S3_BUCKET>` with the name of the Amazon S3 bucket. Otherwise, skip this step and don't replace `<BYOAC_CUSTOM_S3_BUCKET>`.
    6. Click **Review policy**.
    7. Name it **ProvisioningPolicy**.
    8. Click **Create policy**.
5. From the AWS IAM Roles summary page for ProvisioningRole, click the copy icon next to the Role ARN to copy the ARN to the clipboard. Save the ARN. You need it when specifying the **IAM Role ARN** during contact center setup.
    
    ![Copy to clipboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_pta_role_copy_clipboard.png)

After creating the IAM role, use the role ARN value when you set up Voice in your Salesforce org.

- **[Amazon Connect IAM Roles and Provisioning Policies for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_amazon_reference_roles_policies.htm&release=264.0.0&type=5)**  
    To integrate natively with Amazon Connect, Salesforce Voice comes with Amazon Connect artifacts, including IAM roles and provisioning policies.