---
schema_version: "1"
id: d7519d3ad03c0191df004d66df8d54e8719297602a85c5575545683b87a737e8
title: Contact Center Version 20.X
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_cc20.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_cc20.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1a0ada48bc4d0a54b9d2758f7346c444b129bc555ca2c4c94fd3673dfdfb1dcc
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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

<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>

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90118e77">Change</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90118e80">Applicable Telephony Models</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e77 ">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.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e80 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

                <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e77 ">Updated Lambda packages to improve security.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e80 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

                <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e77 ">Enhanced JWT authentication mechanism to populate JWT in User-to-User
              Information (UUI) during a Session Initiation Protocol (SIP) transfer.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e80 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

                <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e77 ">Fixed concurrent operations on the same resources during stack creation or
              update to avoid stack update conflict failures in the ConnectConfiguration
              bucket.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e80 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

                <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e77 ">
              <p>To improve self-service checks for contact centers created through XML
                import:</p>
              <ul>
                <li>Health check stack turned off for old contact center versions.</li>

                <li>Updated Healthcheck Lambda and layer files to identify edge cases.</li>

                <li>The HealthcheckRole is used to fetch health check reports instead of using the
                  SCVS3Role.</li>

              </ul>
            </td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e80 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

                <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

## Contact Center v20.0

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

This version includes these changes.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90118e218">Change</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90118e221">Applicable Telephony Models</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e218 ">
              <p>To support voicemail drop for outbound calls:</p>
              <ul>
                <li>Updated the contact flow to fetch the default voicemail drop.</li>

                <li>Added a contact flow with a subflow for outbound calls to handle call
                  disconnects for voicemail.</li>

                <li>Introduced an S3 role to perform CRUD operations in the S3 bucket.</li>

              </ul>
            </td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e221 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

                <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e218 ">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.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d90118e221 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

                <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

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

Note Voicemail Drop is a pilot or beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/agreements/) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/). Use of this pilot or beta service is at the Customer's sole discretion.