---
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title: Increase Amazon Service Quotas
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_aws_service_quotas.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e911be127e3aab7e21a6d7243ffd0a17fb752da1270253be86321e0297ec2037
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Increase Amazon Service Quotas

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

<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>

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](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html) in the Amazon Connect Administrator Guide and [Guidelines and quotas](https://docs.aws.amazon.com/transcribe/latest/dg/limits-guidelines.html) in the Amazon Transcribe Developer Guide.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:25%">
        <col style="width:25%">
        <col style="width:18.248175182481752%">
        <col style="width:31.751824817518248%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80736e85">Product</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80736e88">Service Quota</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80736e91">Default Value</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80736e94">Notes</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Connect</td>

          <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Concurrent Active Calls Per Instance</td>

          <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">10</td>

          <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 ">
            <p>Most organizations need to increase these quotas to support higher call
              volumes. </p>
            <p style="margin-bottom:0;">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.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Connect</td>

          <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Phone Numbers Per Instance</td>

          <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">5</td>

          <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 ">Most organizations that set up Voice to <a href="https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&amp;release=264.0.0&amp;type=5" title="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.">route calls directly to and from reps</a> need to increase this
            quota to support more phone numbers for their contact center.</td>

        </tr>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Connect</td>

          <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Amazon Connect Instances Per Account</td>

          <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">2</td>

          <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 ">&nbsp;</td>

        </tr>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Connect</td>

          <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Amazon Connect Service API Rate Limit for UpdateContactRoutingData</td>

          <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">20</td>

          <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 ">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. </td>

        </tr>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Transcribe</td>

          <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Number of Concurrent Transcription Jobs</td>

          <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">5</td>

          <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 ">
            <p>Most organizations need to increase these quotas to support higher call volumes. </p>
            <p style="margin-bottom:0;">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.” </p>
          </td>

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

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:

1. Log in to the [AWS Management Console](https://aws.amazon.com/console/).
2. Click **Create a case**.
3. Select **Service limit increase**.
4. Select the product to see the service quotas for that product.
5. Fill out the details and click **Submit**.

#### See Also

- [Get Expert Support for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5 "Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.")
- [_Amazon Connect Administrator Guide_: Amazon Connect service quotas](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html)
- [_Amazon Transcribe Developer Guide_: Guidelines and quotas](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html)
- [_Amazon Service Quotas User Guide_: What is Service Quotas?](https://docs.aws.amazon.com/servicequotas/latest/userguide/intro.html)