---
schema_version: "1"
id: 2d1d2365ab3a4c3df4f69f48a8247cd17c7b41d7821e821a37f0d7eb72be9889
title: Prepare Contact Center Definition File
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_flex_ccd.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_flex_ccd.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 961c3a8304965330620c8a2bafd796b216c01fa84d86c96e3003d4cb95ace8e7
description: To create a contact center, you must prepare an import.xml file.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Prepare Contact Center Definition File

To create a contact center, you must prepare an import.xml file.

### Required Editions

This article applies to:

- 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>

An example contact center definition XML file is available in [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas).

## Import.XML File Attributes

<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="d143289e79">field name</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143289e82">description</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqInternalName</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Call Center Internal Name. You cannot change this value after the contact
              center is created.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqInstanceId</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Instance ID of your Amazon Connect instance.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqInstanceName</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Instance name of your Amazon Connect instance.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqAmazonConnectManagementRole</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Amazon Connect Management Role. This role is optional and is created when you
              execute the BYOATenantStack CloudFormation template.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqVersion</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Contact Center Version. You can find the release version from the Release
              Notes.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqVendorInfoApiName</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">c__AMAZON_CONNECT. Do not change this value.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqRegion</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Region where your Amazon Connect instance is located.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqIdentityUrl</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">
              <p>Identity URL. You can get this url from the external client app or connected
                app.</p>
              <p style="margin-bottom:0;">Starting in the Summer '26 release, connected apps can no longer be
                created. New contact centers use external client apps (ECA) for single sign-on
                (SSO). Contact centers created before the Summer '26 release will continue to use
                their connected apps for SSO.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqLongDistPrefix</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Long Distance Prefix.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqInstanceRecordingRole</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Instance Recording Role. This value must be that of the ConnectCallRole which
              is created as part of the BYOAContactCenterStack execution.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqTelephonyIntegrationCertificate</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">The public key for the JWT token.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqTelephonyIntegrationKeyPairExpDate</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Expiration date of Telephony Integration Certificate.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqUniversalCallRecordingAccess</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Set this value to true if Universal Call Recording Access is required.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqSettingsRelayState</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Relay state URL for Amazon Connect instance. See Amazon Documentation.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqRelayState</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Relay state URL for Amazon Connect instance. This value must be the same as
              that of reqSettingsRelayState.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqUpdateCredentialRole</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">This is the ARN for UpdateCredentialRole, which gets created as part of the
              BYOATenantStack. Add this role if you want to update the JWT token from the
              Salesforce UI.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqThirdPartyIDP</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Set this value to true if you want to use a third party identity
              provider.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqEnableGlobalSignIn</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Set this value to true if you want to use Global sign-in for disaster
              recovery.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqForceAgentOfflineOnSwitchover</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Set this value to true if you want rep statuses to automatically switch to
              offline after a contact center region switch.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqPrimaryInstanceName</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Source Connect Instance Name. Set this value to use Amazon Connect global
              resiliency feature for disaster recovery.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqSecondaryInstanceName</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Replica Connect Instance Name. Set this value to use Amazon Connect global
              resiliency feature for disaster recovery.</td>

          </tr>
          <tr class="">
            <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqConnectedAppId</td>

            <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">
              <p>The ID of the external client app or connected app used for single sign-on
                (SSO) or custom user name format.</p>
              <p style="margin-bottom:0;">Starting in the Summer '26 release, connected
                apps can no longer be created. New contact centers use external client apps (ECA)
                for single sign-on (SSO). Contact centers created before the Summer '26 release
                will continue to use their connected apps for SSO.</p>
            </td>

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

- **[Add Runtime Salesforce Voice Roles in Import.xml File](https://help.salesforce.com/s/articleView?id=service.voice_flex_runtime_roles.htm&release=264.0.0&type=5)**  
    You can add the runtime roles in the import.xml file for using various functionalities, such as add user and add queues, more seamlessly in Voice.