--- schema_version: "1" id: b15fbc9ba0e565f815cf1f707732aac234c029f9265ba1c6872fe7c59e1332ad title: Configure Your Amazon Connect Instance collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_amazon_connect_details.md canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: b7eee8a326d35292a37515886e9e228c64493ff5270c03f8990b75073d88c296 description: Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice). products: - Service Cloud - Digital Engagement release: "264" --- # Configure Your Amazon Connect Instance Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice). ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
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When you turn on Salesforce Voice in your org, Salesforce creates an Amazon Web Services account for you. When you create your Voice contact center, Salesforce creates an Amazon Connect instance for you. Configure your Connect instance so it works with Voice. As a best practice, use an IAM user account, instead of the root user account, to complete these configuration tasks. These instructions help you set up a basic Voice contact center. Many companies also wish to customize their telephony system to support their business processes. For information about customizing your Amazon Connect instance, see [Enhance Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_configure_telephony.htm&release=264.0.0&type=5 "Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles."). ## Create an IAM User for Amazon Web Services As a best practice and when possible, use an IAM user account instead of the root user account in AWS. The root user account has unrestricted access to all the resources in your AWS account. To keep the root user account secure, create an IAM User and log in with that account to configure your Amazon Connect instance for Salesforce Voice. For more information, see [Creating Your First IAM Admin User and User Group](https://docs.aws.amazon.com/IAM/latest/UserGuide/getting-started_create-admin-group.html) in the AWS Identity and Access Management User Guide. ## Claim a Phone Number in Amazon Connect To receive or make calls, you need a phone number. Amazon Connect provides several options, including claiming an available number and porting an existing number, among other options. For more details, see [Set up phone numbers for your contact center](https://docs.aws.amazon.com/connect/latest/adminguide/contact-center-phone-number.html) in the Amazon Connect Administrator Guide. To get your contact center up and running immediately, you can claim an available phone number in Amazon Connect for use with inbound and outbound calls for all contact center users. We recommend this setup for service use cases. You must choose from a list of available phone numbers in Amazon Connect. You can’t request a specific number unless you already have it through your current telephony provider and request to port it to Amazon Connect. If you have a current phone number that you want to use for your contact, submit a request to AWS to [port your current phone number](https://docs.aws.amazon.com/connect/latest/adminguide/port-phone-number.html). It can take between 2-12 weeks to port a number. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip For sales use cases or blended sales and service use cases, associate a unique phone number to each contact center user so they can reach out to customers and hear back from them directly. See [Route Calls Directly to and from Reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls."). To claim a phone number in Amazon Connect, log in to your Amazon Connect instance and follow these steps: 1. Hover over **Channels** and click **Phone numbers**. 2. Click **Claim a number**. If you’ve reached the limit of phone numbers in your Amazon Connect instance, see the instructions in [Increase Amazon Service Quotas](https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5 "Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS."). 3. In the country menu, select your country. Amazon Connect suggests phone numbers with the country code and number format for that country. 4. Select a number from the list of available phone numbers. If you want to request an area code that isn’t shown in the list of numbers, contact Amazon Web Services per the instructions in [Claim a phone number in your country](https://docs.aws.amazon.com/connect/latest/adminguide/claim-phone-number.html). 5. In the Contact Flow/IVR menu, select Sample SCV Inbound Flow Amazon Connect flow. 6. Save your work. For more information, see [Sample Flows for Salesforce Voice](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows_sample_flows.htmAC). ## Set Up a Queue Select a queue for outbound calls. 1. Hover over **Routing** and click **Queues**. 2. Click BasicQueue. 3. In the **Outbound caller ID number** menu, select the phone number that you claimed. 4. In the **Outbound whisper flow** menu, select the Sample SCV Outbound Flow with Transcription using Contact Lens Amazon Connect flow. 5. Save your work. If you want to create more queues, click **Add queue** and specify the queue’s settings. #### See Also - [Enhance Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_configure_telephony.htm&release=264.0.0&type=5 "Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles.") - [Sample Flows for Salesforce Voice](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows)