---
schema_version: "1"
id: 14d9e7dc32de06856427b3014352cef903f6513ee1e8d8f798d9cf5e72366296
title: Disaster Recovery for Amazon Connect
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_disaster_recovery_amazon_connect.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_amazon_connect.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 82c980c0b081a673b13bd283a044e94e7d8c8742c18dc9e442fa36989d4a4546
description: Use Disaster Recovery to keep your contact center running when an Amazon Connect region has a planned maintenance or an unplanned outage. With Disaster Recovery, you can switch to a backup contact center, which runs on another Amazon Connect instance in a different region.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Disaster Recovery for Amazon Connect

Use Disaster Recovery to keep your contact center running when an Amazon Connect region has a planned maintenance or an unplanned outage. With Disaster Recovery, you can switch to a backup contact center, which runs on another Amazon Connect instance in a different region. 

### Required Editions

This article applies to:

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

<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>

Disaster Recovery isn’t included with Salesforce Voice by default. For Salesforce Voice with Partner Telephony from Amazon Connect, your Amazon Web Services account incurs an additional cost to use Disaster Recovery. If you implement Disaster Recovery in a sandbox, you incur an additional cost. For Salesforce Voice with Amazon Connect, work with your Salesforce account executive to get access to this feature.

Disaster Recovery for Amazon Connect is powered by Amazon Connect Global Resiliency, which is available in US and EU regions only.

- **[Set Up Disaster Recovery for Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_amazon_connect.htm&release=264.0.0&type=5)**  
    To set up Disaster Recovery for Amazon Connect, first create a replica of your existing Amazon Connect instance in another AWS region. Then create your backup contact center in the replica Amazon Connect instance.
- **[Run Disaster Recovery for Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_amazon_connect.htm&release=264.0.0&type=5)**  
    During an Amazon Connect incident, run disaster recovery for Amazon Connect.

## Set Up Disaster Recovery for Amazon Connect

To set up Disaster Recovery for Amazon Connect, first create a replica of your existing Amazon Connect instance in another AWS region. Then create your backup contact center in the replica Amazon Connect instance.

### Complete the Prerequisites for Disaster Recovery

Complete these prerequisite tasks before you set up disaster recovery for Amazon Connect.

1. For Salesforce Voice with Amazon Connect, your eligibility to use disaster recovery is subject to approval by Salesforce and Amazon. To initiate the approval process, contact your Salesforce account executive.
2. After you’re approved to use disaster recovery for Salesforce Voice with Amazon Connect, open a ticket with Salesforce Customer Support to enable Amazon Connect’s Global Resiliency feature.
    
    Provide this information in the ticket.
    
    - AWS account number
    - Amazon Connect Instance ARN
    - Amazon Connect Region
    - AWS adds your Amazon Connect instance to their allowlist.
3. For Salesforce Voice with Partner Telephony from Amazon Connect, open a ticket with AWS Support to enable Amazon Connect’s Global Resiliency feature and add your replica Amazon Connect instance to the allowlist.
    
    Provide this information in the ticket.
    
    - AWS account number
    - Amazon Connect Instance ARN
    - Amazon Connect Region
    - AWS adds your Amazon Connect instance to their allowlist.
4. To keep the primary and backup contact centers in sync, update your contact center to the latest version. This recommendation applies for Salesforce Voice with Amazon Connect and for Salesforce Voice with Partner Telephony from Amazon Connect.
    
    You can’t configure Disaster Recovery until you update your contact center to the latest version. After you enable Disaster Recovery, your back-up contact center will update automatically every time you update your primary contact center. After you enable Disaster Recovery, each time you update your contact center, the backup is also updated.

### Configure Disaster Recovery for Your Salesforce Contact Center

In Salesforce, configure Disaster Recovery for your contact center. Specify the replica Amazon Connect instance and region where you want to create your backup contact center. After it’s created, you can activate Disaster Recovery to use the backup contact center whenever your primary contact center becomes unavailable. To switch back to using your primary contact center after it becomes available, deactivate Disaster Recovery.

When you configure Disaster Recovery, the default Traffic Distribution Group (default TDG) from Amazon is used to associate the phone numbers. The default TDG automatically associates all phone numbers between the primary and secondary instances of contact centers.

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

Important To ensure Disaster Recovery works correctly, set up Disaster Recovery and your backup contact center through Salesforce. If you try to use an existing replica Amazon Connect instance created directly from Amazon Connect, Disaster Recovery might not work as expected.

1. In the Contact Center details page, click **Edit**.
2. In the Disaster Recovery section, add the replica Amazon Connect instance and region. In case a regional incident occurs, choose a region that’s different from the primary one.
3. Click **Save**.
4. Create these objects for your backup contact center.
    
    <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="d96355e264">Amazon Service</th>
                      <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d96355e267">Artifacts</th>
                    </tr>
                  </thead>
                  <tbody>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">Amazon Connect</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">Users</td>

                    </tr>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">Amazon Connect</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">Amazon Connect flows</td>

                    </tr>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">Amazon Connect</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">Queues</td>

                    </tr>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">Amazon Connect</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">Prompts</td>

                    </tr>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">Amazon Connect</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">Hours of operation</td>

                    </tr>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">Amazon Connect</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">Quick connects</td>

                    </tr>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">Amazon Connect</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">Routing profiles</td>

                    </tr>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">Amazon Connect</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">Rep statuses</td>

                    </tr>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">Amazon Connect</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">Rep hierarchies</td>

                    </tr>
                    <tr class="">
                      <td data-label="Amazon Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e264 ">AWS CloudFormation</td>

                      <td data-label="Artifacts" class="slds-cell-wrap" style="vertical-align:top;" headers="d96355e267 ">
                        <p>Custom Cloudformation resources required for contact center</p>
                        <p style="margin-bottom:0;">This includes
                          any Lambda functions, comprehend configurations, eventrules, dynamoDB
                          configurations, LEX configurations, etc.</p>
                      </td>

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

After configuring Disaster Recovery, the instance name and region show in the Disaster Recovery section of the Contact Center details page.

## Run Disaster Recovery for Amazon Connect

During an Amazon Connect incident, run disaster recovery for Amazon Connect.

### Activate Disaster Recovery for Amazon Connect

To use the backup contact center if your primary contact center becomes unavailable, activate Disaster Recovery. When activated, all calls are routed to your backup contact center.

1. In the Disaster Recovery section of the Contact Center details page, click **Activate Disaster Recovery**.
2. After Disaster Recovery is activated, all reps must log out and log back in to Salesforce to answer voice calls.

![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 You won’t be able to activate Disaster Recovery until the Amazon Connect replication is completed. See [Configure Disaster Recovery for Your Salesforce Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_amazon_connect.htm&release=264.0.0&type=5 "In Salesforce, configure Disaster Recovery for your contact center. Specify the replica Amazon Connect instance and region where you want to create your backup contact center. After it’s created, you can activate Disaster Recovery to use the backup contact center whenever your primary contact center becomes unavailable. To switch back to using your primary contact center after it becomes available, deactivate Disaster Recovery.") for more details on creating the replica Amazon Connect instance.

### Deactivate Disaster Recovery for Amazon Connect

When the primary contact center is working again, deactivate Disaster Recovery to resume using your primary contact center.

1. In the Disaster Recovery section of the Contact Center details page, click **Deactivate Disaster Recovery**.
2. After Disaster Recovery is deactivated, all reps must log out and log back in to Salesforce to answer voice calls.