Contact Center Version 20.X

Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 20.X.

Required Editions

View supported editions.

This article applies to:

Salesforce Voice with Amazon Connect
Salesforce Voice with Partner Telephony from Amazon Connect

Contact Center v20.1

Contact center version 20.1 is available from February 21, 2026.

This version includes these changes.

Change	Applicable Telephony Models
Updated the JSON Web Token (JWT) validation logic so that the token refreshes after 5 minutes. This update prevents real-time transcription from stopping during long calls.	Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect
Updated Lambda packages to improve security.	Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect
Enhanced JWT authentication mechanism to populate JWT in User-to-User Information (UUI) during a Session Initiation Protocol (SIP) transfer.	Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect
Fixed concurrent operations on the same resources during stack creation or update to avoid stack update conflict failures in the ConnectConfiguration bucket.	Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect
To improve self-service checks for contact centers created through XML import: Health check stack turned off for old contact center versions. Updated Healthcheck Lambda and layer files to identify edge cases. The HealthcheckRole is used to fetch health check reports instead of using the SCVS3Role.	Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect

Contact Center v20.0

Contact center version 20.0 is available from December 19, 2025.

This version includes these changes.

Change	Applicable Telephony Models
To support voicemail drop for outbound calls: Updated the contact flow to fetch the default voicemail drop. Added a contact flow with a subflow for outbound calls to handle call disconnects for voicemail. Introduced an S3 role to perform CRUD operations in the S3 bucket.	Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect
Introduced a CloudFormation stack to validate the AWS resources for contact center self-service checks. You can deploy the health check stack to run the self-service checks.	Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect

Change

Applicable Telephony Models

To support voicemail drop for outbound calls:

Updated the contact flow to fetch the default voicemail drop.
Added a contact flow with a subflow for outbound calls to handle call disconnects for voicemail.
Introduced an S3 role to perform CRUD operations in the S3 bucket.

Salesforce Voice with Amazon Connect
Salesforce Voice with Partner Telephony from Amazon Connect

Introduced a CloudFormation stack to validate the AWS resources for contact center self-service checks. You can deploy the health check stack to run the self-service checks.

Salesforce Voice with Amazon Connect
Salesforce Voice with Partner Telephony from Amazon Connect

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.