Contact Center Version 14.X

Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 14.X.

This article applies to:

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

Contact Center v14.2

Available Date: Starting on March 11, 2024

This version includes these changes.

Change	Applicable Telephony Models
Fixed these bugs: Updating the Amazon Connect contact center to version 14.1 fails due to an AWS bug, as described in this known issue. When an agent doesn’t log out of Omni-Channel before exiting Service Cloud Voice, their presence status isn’t synced with Amazon Connect. As a result, Amazon Connect routes calls to them even though they’re offline. This bug applies to contact centers version 13 and above.	Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect

Change

Applicable Telephony Models

Fixed these bugs:

Updating the Amazon Connect contact center to version 14.1 fails due to an AWS bug, as described in this known issue.
When an agent doesn’t log out of Omni-Channel before exiting Service Cloud Voice, their presence status isn’t synced with Amazon Connect. As a result, Amazon Connect routes calls to them even though they’re offline. This bug applies to contact centers version 13 and above.

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

Contact Center v14.1

Available Date: Starting on January 12, 2024

This version includes these changes.

Change	Applicable Telephony Models
Added the Voicemail Lambda functions (VoiceMailAudioProcessingFunction, VoiceMailTranscribeFunction, and VoiceMailPackagingFunction) to the Service Cloud Voice Lambda Dashboard. Added alerts for these functions. Use RealtimeAlertEvent to consume these alerts. Configure Salesforce flows to take action based on the alerts. See Customer Alerts Dashboards.	Salesforce Voice with Amazon Connect Salesforce Voice with Partner Telephony from Amazon Connect
Fixed a bug where the TrailLogGroupRole role didn’t follow the set permission boundary.	Salesforce Voice with Partner Telephony from Amazon Connect
Enhanced the VoiceMailAudioProcessingFunction Lambda function to decrypt the CTR stream when KMS keys are used. See VoiceMailAudioProcessingFunction Lambda Function.	Salesforce Voice with Partner Telephony from Amazon Connect

Contact Center v14.0

Available Date: Starting on January 12, 2024

This version includes these changes.

Change	Applicable Telephony Models
Updated the Resource section of the IAM policy with a resource arn that applies to an existing Amazon Connect instance integrated by Salesforce. To identify IAM policy resources owned by Salesforce Salesforce Voice, we tagged them with "resourceowner" :"scv". See Configure AWS Identity and Access Management (IAM) Role for Voice, Use an Existing Amazon Connect Instance Integrated by Salesforce, and Salesforce Voice: Amazon Connect Role and Provisioning Policies for more information.	Salesforce Voice with Partner Telephony from Amazon Connect

Change

Applicable Telephony Models

Updated the Resource section of the IAM policy with a resource arn that applies to an existing Amazon Connect instance integrated by Salesforce. To identify IAM policy resources owned by Salesforce Salesforce Voice, we tagged them with "resourceowner" :"scv". See Configure AWS Identity and Access Management (IAM) Role for Voice, Use an Existing Amazon Connect Instance Integrated by Salesforce, and Salesforce Voice: Amazon Connect Role and Provisioning Policies for more information.

Salesforce Voice with Partner Telephony from Amazon Connect