---
schema_version: "1"
id: 8667b66afbc86169670c72974e649353550f14882a1acc8a72797f00c955d6e4
title: Contact Center Version 14.X
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_cc_v14.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_cc_v14.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e6abacbeec6674e538b1b135aabe1fc91c12f71a2d733c3298209e240d45476e
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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.

<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="d139397e55">Change</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d139397e58">Applicable Telephony Models</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d139397e55 ">
              <p>Fixed these bugs: </p>
              <ul>
                <li>Updating the Amazon Connect contact center to version 14.1 fails due to an AWS
                  bug, as described in <a href="https://issues.salesforce.com/issue/a028c00000yxMXvAAM/failure-on-amazon-contact-center-update-to-cc141" target="_blank">this known issue</a>.</li>

                <li>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.</li>

              </ul>
            </td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d139397e58 ">
              <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 v14.1

Available Date: Starting on January 12, 2024

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="d139397e118">Change</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d139397e121">Applicable Telephony Models</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d139397e118 ">Added the Voicemail Lambda functions (VoiceMailAudioProcessingFunction,
              VoiceMailTranscribeFunction, and VoiceMailPackagingFunction) to the Service Cloud
              Voice Lambda Dashboard. Added alerts for these functions. Use <a href="https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/sforce_api_objects_realtimealertevent.htm?q=realtime" target="_blank">RealtimeAlertEvent</a> to consume these alerts.
              Configure Salesforce flows to take action based on the alerts. See <a href="https://developer.salesforce.com/docs/atlas.en-us.236.0.voice_developer_guide.meta/voice_developer_guide/voice_customer_alerts_dashboards.htm" target="_blank">Customer Alerts Dashboards</a>.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d139397e121 ">
              <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="d139397e118 ">Fixed a bug where the TrailLogGroupRole role didn’t follow the set permission
              boundary.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d139397e121 ">Salesforce Voice with Partner Telephony from Amazon Connect</td>

          </tr>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d139397e118 ">Enhanced the VoiceMailAudioProcessingFunction Lambda function to decrypt the
              CTR stream when KMS keys are used. See <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_voicemailaudioprocessingfunction.htm" target="_blank">VoiceMailAudioProcessingFunction Lambda
                Function</a>.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d139397e121 ">Salesforce Voice with Partner Telephony from Amazon Connect</td>

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

## 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](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&type=5&language=en_US), [Use an Existing Amazon Connect Instance Integrated by Salesforce](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_connect.htm&type=5&language=en_US), and [Salesforce Voice: Amazon Connect Role and Provisioning Policies](https://help.salesforce.com/s/articleView?id=000981150&type=1&language=en_US) for more information. | Salesforce Voice with Partner Telephony from Amazon Connect |