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.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
This table lists some of the AWS service quotas that customers often need to increase. For
comprehensive documentation about service quotas, see Amazon Connect service quotas in the Amazon Connect
Administrator Guide and Guidelines and quotas in the Amazon Transcribe Developer Guide.
| Product |
Service Quota |
Default Value |
Notes |
| Amazon Connect |
Concurrent Active Calls Per Instance |
10 |
Most organizations need to increase these quotas to support higher call
volumes.
If you increase this quota and use real-time transcription, then you
must also increase the quota for “Number of Concurrent Transcription Jobs” for
Amazon Transcribe.
|
| Amazon Connect |
Phone Numbers Per Instance |
5 |
Most organizations that set up Voice to route calls directly to and from reps need to increase this
quota to support more phone numbers for their contact center. |
| Amazon Connect |
Amazon Connect Instances Per Account |
2 |
|
| Amazon Connect |
Amazon Connect Service API Rate Limit for UpdateContactRoutingData |
20 |
Organizations using Omni-Channel Unified Routing should request evaluation of the
Amazon Connect UpdateContactRoutingData API limit to meet call volume. A rate limit
increase may be needed. |
| Amazon Transcribe |
Number of Concurrent Transcription Jobs |
5 |
Most organizations need to increase these quotas to support higher call volumes.
This quota is referred to by two names in AWS. In the Amazon Transcribe
documentation, it’s called “Number of concurrent HTTP/2 streams for streaming
transcription.” When you open a case to request an increase, the option is called
“Number of concurrent transcription jobs.”
|
Before submitting a request to increase the quotas for Salesforce Voice with Partner
Telephony from Amazon Connect, make sure that your AWS account is registered for AWS Support.
To increase the quotas for Salesforce Voice with Amazon Connect, contact Salesforce support
instead.
To increase your service quotas for Salesforce Voice with Partner Telephony from Amazon
Connect, follow these steps:
- Log in to the AWS Management Console.
- Click Create a case.
- Select Service limit increase.
- Select the product to see the service quotas for that product.
- Fill out the details and click Submit.
