--- schema_version: "1" id: 84788e161ba46be6cb7e716cbd17e1d640f0d99cf51c0c82233558c6430b1ab3 title: Use an Existing Amazon Connect Instance Integrated by Salesforce collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_existing_byoa_auto.md canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa_auto.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: e18b8a99620fc539b48e360e931b74fdf53e7e7e8a9aa4ce00b97b03e345afa4 description: Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with your existing Amazon Connect instance. Let Salesforce Help you integrate Voice with your existing Amazon Connect instance. Choose this option if you have an AWS account and an Amazon Connect instance you want to use with Voice. products: - Service Cloud - Digital Engagement release: "264" --- # Use an Existing Amazon Connect Instance Integrated by Salesforce Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with your existing Amazon Connect instance. Let Salesforce Help you integrate Voice with your existing Amazon Connect instance. Choose this option if you have an AWS account and an Amazon Connect instance you want to use with Voice. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
With this option, Salesforce assumes an AWS IAM role on your behalf to integrate Voice with Amazon Connect. Voice reuses your Amazon Connect instance’s S3 bucket, contact record data stream, Kinesis video stream, and Contact Lens stream. ![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 To create different multiple contact centers using different Salesforce orgs, all backed by the same Amazon Connect instance, you must manually set up the contact centers, as described in [Multi-org Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_multi_org.htm&type=5&language=en_US). Before integrating Voice with your existing Amazon Connect instance, ensure that you have one of the **Hours of operation** as Basic Hours in your Amazon Connect instance. Salesforce Voice with Partner Telephony from Amazon Connect supports Amazon Connect instances of type SAML only. You must ensure that you have all the required resources such as S3 bucket, contact record data stream, Kinesis video stream, and Contact Lens stream in your AWS account. Also, after creating your Amazon Connect instance, you must not delete these configured resources from your AWS account. If you have any edition of the older (legacy) Salesforce Voice - LP product, the same steps are also applicable for integrating Voice with your Amazon Connect instance. 1. From Setup, enter Partner Telephony in the Quick Find box, then select **Partner Telephony Contact Centers**. 2. Click **Create Contact Center**. 3. Specify **Amazon Connect** as the telephony provider. 4. Select **Use an existing Amazon Connect instance by entering the instance details**. ![Specify the contact center and AWS details.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_cc_create_byoa.png) 5. Enter the contact center and AWS details. 1. Enter a display name for your contact center. 2. Enter an internal name for your contact center. The internal name is how other objects recognize your call center, similar to an API name. The internal name must be unique to your org, contain fewer than 20 characters, start with a letter, and contain only alphanumeric characters. 3. Select the same AWS region where your Amazon Connect instance is located. The list is populated with the AWS regions that support Amazon Connect. If you operate in the public sector domain in the US, when you create a contact center, the list is populated with the AWS GovCloud regions for compliance. The supported AWS GovCloud regions are specified in [Amazon Documentation](https://docs.aws.amazon.com/govcloud-us/latest/UserGuide/govcloud-con.html). 4. Enter the instance ID of your existing Amazon Connect instance. You can get the instance ID from your AWS Console. The instance ID is the characters after `instance/` in the instance ARN. ![The instance ID is the last part of the instance ARN.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_connect_instance_id.png) 5. Enter the ARN of the IAM role that you created earlier. Salesforce uses this IAM role to access your Amazon Connect instance to automatically build out your contact center. You can also enable [external ID](https://help.salesforce.com/s/articleView?id=service.voice_external_id.htm&type=5&language=en_US) for the AWS account associated with the IAM role ARN. You can enable external ID only if you have not created any other contact centers in this org with this AWS account. 6. If AWS permissions boundaries are enforced for the IAM role, enter the AWS permissions boundary Amazon Resource Name (ARN) for the role. If set, the permissions boundary policy is attached to each IAM role that’s created during contact center provisioning. 6. Click **Next**. If you enable the external ID option for the IAM role ARN in the previous step, you must generate the External ID for the AWS account associated with the IAM role ARN. Then, add the generated external ID in the Trusted Relationships in your AWS account. In your AWS account, the external ID must be added in the `provisioningrole` json file corresponding to the IAM role ARN.![generate external id](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_cc_gen_ext_id.png) 7. Optionally, select users that you want to add to your Amazon Connect instance. The list is populated with users who already have the Salesforce Voice Contact Center Admin permission set. 8. Click **Done**. It can take a few minutes to create the contact center. 9. To manage the contact center after it’s created, under Setup, enter Partner Telephony Contact Centers in the Quick Find box, and select **Partner Telephony Contact Centers**. ![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 If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. For example, the message states that there was an error executing the Cloudformation template, or that Amazon doesn't have the required resources. It can also contain details, such as a missing permission on the AWS side. ## Next Steps for Salesforce Voice Setup Now that you’ve created your contact center, it’s time to configure it. For example, add service reps to the contact center, set up your phone channel, and set up reps’ and supervisors’ workspaces. #### See Also - [Configure AWS Identity and Access Management (IAM) Role for Voice](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&release=264.0.0&type=5 "When using Salesforce Voice with Partner Telephony from Amazon Connect, you must create a role with the correct policy information. Then, when you set up a contact center in Salesforce using a new or existing Amazon Connect instance, use this IAM role ARN in Amazon Connect. Salesforce then accesses your Amazon Connect instance to build out your contact center automatically.") - [_Salesforce Help_: Set Up External ID](https://help.salesforce.com/s/articleView?id=service.voice_external_id.htm&language=en_US) - [Configure Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5 "To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces.")