---
schema_version: "1"
id: 8597a0192d68c39f2729a71450c0331bfe994256a2b51137c521d4d4e55724fa
title: Multi-Org Contact Centers
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_multi_org.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_multi_org.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 96df7ae15a692f9120553de9f867aa8e6eae0400c247a94e88d865c2e423d940
description: A multi-org contact center is a setup where you create different contact centers in different Salesforce orgs all backed by the same Amazon Connect instance. Multi-org helps to maintain distinct Salesforce environments while centralizing your telephony infrastructure. The setup process involves executing CloudFormation templates in your AWS account, and importing XML files to configure each org. You can’t create multiple contact centers connected to the same Amazon Connect instance in a single org.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Multi-Org Contact Centers

A multi-org contact center is a setup where you create different contact centers in different Salesforce orgs all backed by the same Amazon Connect instance. Multi-org helps to maintain distinct Salesforce environments while centralizing your telephony infrastructure. The setup process involves executing CloudFormation templates in your AWS account, and importing XML files to configure each org. You can’t create multiple contact centers connected to the same Amazon Connect instance in a single org.

This article applies to:

- Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect through XML import)

If you have a Partner Amazon Contact Center, [create the first contact center through XML import](https://help.salesforce.com/s/articleView?id=service.voice_create_cc_flex_provisioning.htm&type=5&language=en_US). Then you can create the subsequent contact centers using the Multi-Org contact center set up approach.

If you have an Amazon Connect instance configured with a S3 bucket, CTR (contact record) Stream, and Contact Lens, you can create the ‌first contact center using the Multi-Org contact center set up approach.

Starting with contact center version 19.0, configuration parameters are stored in the AWS Secret Manager instead of the SSM Parameter Store. The contact center agnostic configuration values are stored in environment variables. The contact center specific configuration values are stored in the respective Secret Manager for each contact center. All the Lambda functions read the configuration parameters from the Secret Manager.

  
| Lambda Function | Used for Single Contact Center | Used for Multi-org contact center |
| --- | --- | --- |
| AuthKeySSMUtil | Yes | Yes |
| contactDataSync | Yes | Yes |
| contactLensConsumer | Yes | No |
| contactLensProcessor | Yes | Yes |
| ctrDataSync | Yes | Yes |
| handleContactEvents | Yes | No |
| invokeSFRestApi | Yes | Yes |
| invokeTelephonyIntegrationApi | Yes | Yes |
| kvsConsumerTrigger | Yes | Yes |
| kvsTranscriber | Yes | Yes |
| postCallAnalysisTrigger | Yes | No |
| realtimeAlert | Yes | No |
| voiceMailAudioProcessing | Yes | Yes |
| voiceMailTranscribe | Yes | Yes |
| voiceMailpackaging | Yes | No |
| multiorgContactLensConsumer | No | Yes |
| multiorgHandleContactEvents | No | Yes |
| multiorgPostCallAnalysisTrigger | No | Yes |
| multiorgVoiceMailPackaging | No | Yes |

- **[Set Up Multi-Org Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_multi_org_setup.htm&release=264.0.0&type=5)**  
    Execute the CloudFormation templates and import XML files to configure your AWS account and Salesforce orgs to set up multi-org contact centers.