---
schema_version: "1"
id: 463c683fde99a8a8145610d067c48dad870be422653f9b1c4dbca096ab18c728
title: Contact Center Version 19.X
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_cc_v19.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_cc_v19.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 568741916d789690202a5d3ad21058e0e1fd8950b48ab264e34b28873463a422
description: Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 19.X.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Contact Center Version 19.X

Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 19.X.

This article applies to:

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

## Contact Center v19.0

Contact center version 19.0 is available from September 15, 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="d16917e59">Change</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d16917e62">Applicable Telephony Models</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e59 ">
              <p>Migrated from SSM parameter store to AWS Secrets Manager. Previously Service
                Cloud Voice used SSM parameter stores to store certificates and configurable values.
                In Contact Center version 19.0 and later, these values are stored in Secrets
                Manager. Lambda function environment variables now include the Secrets Manager
                name.</p>
              <p style="margin-bottom:0;">For preexisting contact centers that upgrade to Contact Center version
                19.0 or later, SSM parameters automatically move to Secrets Manager. For new
                contact centers on version 19.0 or later, certificates and configurable values are
                stored in Secrets Manager by default.</p>
            </td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e62 ">
              <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="d16917e59 ">Updated the Node.js runtime to version 22 for our Lambda functions to meet
              Amazon's requirements. This update brings several helpful changes, including better
              support for loading ECMAScript modules, built-in WebSocket support for real-time
              applications, and performance improvements for network operations.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e62 ">
              <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="d16917e59 ">Introduced Callback as a disconnect reason for CTRSync (Contact Record
              Sync).</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e62 ">
              <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="d16917e59 ">Refined the IAM policy for SCVSSMAccessPolicy to replace the broad wildcard (*)
              for SSM with specific action on SCV-created resource ARNs to enhance
              security.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e62 ">
              <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="d16917e59 ">Made CTRData Sync Lambda enhancements to exclusively process contact records
              (previously called contact trace records or CTR) from voice channels.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e62 ">
              <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="d16917e59 ">Made an update to locate the correct outbound number associated with the
              specific messaging channel.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e62 ">
              <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 v19.1

Available date: Starting on December 01, 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="d16917e204">Change</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d16917e207">Applicable Telephony Models</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Change" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e204 ">The Secret Manager Lambda python runtime version updated from 3.9 to 3.13 for
              compatibility with Amazon.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e207 ">
              <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="d16917e204 ">To enhance security, the Axios version in the Lambda function updated from
              1.6.4 to 1.7.7.</td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e207 ">
              <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="d16917e204 ">
              <p>Fixed these for multi-org:</p>
              <ul>
                <li>Fixed outbound call transcription for multi-org with Contact Lens.</li>

                <li>Corrected the handling of old EventBridge disabling rules.</li>

                <li>Fixed VoiceMailStack to correctly identify multi-org AWS resources and the
                  VoiceMailProcessing lambda function for multi-orgs.</li>

              </ul>
            </td>

            <td data-label="Applicable Telephony Models" class="slds-cell-wrap" style="vertical-align:top;" headers="d16917e207 ">
              <ul>
                <li>Salesforce Voice with Amazon Connect</li>

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

              </ul>
            </td>

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