---
schema_version: "1"
id: be8d1ef6b1800cbd621cbfced064729d5a148f8b0a51c41d1b474918b9b86e66
title: Contact Center Version 21.X
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_cc21.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_cc21.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f134c7c6d90128a5b4d4737ee0df29d459146bce7ac7d2803612b1cd28119947
description: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 21.X.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Contact Center Version 21.X

Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 21.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 v21.2

Contact center version 21.2 is available from August 17, 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="d86458e81">Change</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86458e84">Applicable Telephony Models</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e81 ">Enhanced the invokeTelephonyIntegrationApi lambda function with an API endpoint
              that generates a correlation ID to support end-to-end call context linking. Also
              added an optional field to the reserveRoutableNumber API to preserve the original
              caller number through the call flow.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e84 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

              </ul>
            </td>

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

## Contact Center v21.1

Contact center version 21.1 is available from July 18, 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="d86458e133">Change</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86458e136">Applicable Telephony Models</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e133 ">Fixed 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.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e136 ">
              <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="d86458e133 ">Enhanced the invokeTelephonyIntegrationApi lambda function with an API endpoint
              to support Dynamic Voice Routing for Agentforce Voice on Amazon Connect. The API
              dynamically allocates a Direct Inward Dialing (DID) Public Switched Telephone
              Network (PSTN) number based on the provided country and caller number.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e136 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

              </ul>
            </td>

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

## Contact Center v21.0

Contact center version 21.0 is available from May 8, 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="d86458e204">Change</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86458e207">Applicable Telephony Models</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e204 ">Introduced retry logic with exponential backoff for the Contact Lens processor,
              KVS Transcriber, and post-call analysis to handle rate-limiting responses from the
              Conversation Service. This change makes transcription and conversation analysis more
              reliable.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e207 ">
              <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="d86458e204 ">Added support for a scheduled routing date and time parameter for the Callback
              Telephony API, enabling callbacks to be scheduled at a planned time if
              required.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e207 ">
              <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="d86458e204 ">Improved logic for the recording upload process to make sure that call
              recordings are only uploaded when a rep is connected, preventing IVR-only segments
              from being incorrectly linked to voice call records.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e207 ">
              <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="d86458e204 ">
              <p style="margin-bottom:0;">Added a lambda enhancement to dynamically generate and pass JWT tokens into the
                User-to-User Information (UUI) section during SIP transfers so that the Amazon
                Connect IVR consumes secure parameters.</p>
            </td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e207 ">
              <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="d86458e204 ">
              <p style="margin-bottom:0;">Introduced a contact ID ownership check while processing voicemail audio,
                preventing data corruption and mixed or incomplete recordings during high-load
                periods. </p>
            </td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e207 ">
              <ul>
                <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="d86458e204 ">Addressed multiple security vulnerabilities and upgraded infrastructure
              dependencies to ensure compliance.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e207 ">
              <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="d86458e204 ">Introduced a new Lambda function to retrieve recording URLs from cache or from
              entity data for Voicemail Drop and Voicemail Greeting features, providing a single,
              optimized path to access recording data.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d86458e207 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

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

              </ul>
            </td>

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