# Amazon Connect with Salesforce Service Cloud Voice

Systems: Amazon Connect to Salesforce Service Cloud Voice

For Salesforce administrators and contact center engineers who own both the Salesforce org and the Amazon Connect side of the build.

Canonical: https://warmtransfer.net/guides/amazon-connect-with-salesforce-voice

Last verified: 2026-09-25

Current AWS documentation refers to the Amazon Connect contact center product as Connect Customer[^10]. The integration connects this service to Salesforce Service Cloud Voice, where the InvokeTelephonyIntegrationApiFunction Lambda function creates voice call objects in Salesforce from an Amazon Connect flow[^16].

## Before you start

Voice is available only in Lightning Experience and requires Service Cloud or Sales Cloud add-on licenses[^34]. Omni-Channel must be enabled in the Salesforce org before setting up Voice so reps can make and receive calls[^35]. Before setup, create a custom domain and a single sign-on URL so reps can log in to the contact center[^33]. Voice supports Google Chrome and Mozilla Firefox, with cookies enabled for single sign-on[^32].

For Amazon Connect, Salesforce advises increasing service quotas for concurrent calls, transcription jobs, and outbound call regions before go-live[^36]. An Amazon Connect instance needs a claimed DID or toll-free phone number to place or receive calls[^54]. Number porting must be requested in advance and its duration varies by country and complexity, so Salesforce advises planning it early[^31]. Do not cancel the existing telecom service until the numbers are ported and confirmed working in Amazon Connect; cancelling first can lose the number[^55]. In most cases the losing carrier, not the customer, picks the date and time of a port to Amazon Connect[^56]. A port request for US DID or toll-free numbers cannot be submitted more than 30 days before the porting date[^57]. Porting US or Canadian numbers typically takes 2 to 4 weeks after portability is verified and all documents are submitted correctly[^58]. Porting numbers from outside the US and Canada takes 2 to 6 months to complete[^59].

## What changes by situation

- Whose Amazon Connect instance will Voice use? Let Salesforce create a new AWS account and Amazon Connect instance (the bundle); Use an Amazon Connect instance I already have, and let Salesforce integrate it; Use an Amazon Connect instance I already have, and integrate it myself.
- Where are routing decisions made? In Amazon Connect flows, using Salesforce's sample Omni-Channel subflow; In Salesforce, with Omni-Channel Unified Routing.
- Which transcription engine, if any? Contact Lens for Amazon Connect; Amazon Transcribe; No transcription.

## Step 1: Plan numbers and AWS capacity

### Do

Review call volume expectations and request service quota increases in the AWS console for concurrent calls, transcription jobs, and outbound calling regions[^36]. If porting numbers from an external carrier, submit the port request early through AWS Support, ensuring the submission date complies with carrier timeline windows[^31][^57][^59]. Keep your existing carrier plan active throughout the transition[^55].

### Verify

Confirm that Amazon Connect service quota increases for concurrent calls, transcription jobs, and destination regions are approved in the AWS console[^36]. Suggested check: verify that porting orders show an accepted target date.

### Rollback

Suggested rollback: close or withdraw any pending quota requests and cancel open porting requests with the carrier.

## Step 2: Establish the Amazon Connect instance and contact center

**Let Salesforce create a new AWS account and Amazon Connect instance (the bundle)**

### Do

In the SCV Bundle model, AWS services run from a new AWS account created by Salesforce under Salesforce's AWS master payer account[^3]. Set up the bundle directly through Salesforce setup to provision the account and instance[^3].

### Verify

Suggested check: confirm that the new contact center record is present and associated with the newly provisioned account.

### Rollback

Suggested rollback: delete or deactivate the created contact center definition.

**Use an Amazon Connect instance I already have, and let Salesforce integrate it**

### Do

In the BYOA model, SCV runs from the customer's own AWS account, where the customer can use additional AWS services beyond the scope of SCV[^6]. Connect your existing Amazon Connect instance in Salesforce Setup using Salesforce-managed integration paths[^6].

### Verify

Suggested check: verify that the existing telephony instance is linked to the newly defined contact center.

### Rollback

Suggested rollback: disconnect the contact center link to the underlying account.

**Use an Amazon Connect instance I already have, and integrate it myself**

### Do

Run SCV from your own AWS account under the BYOA model to allow access to additional AWS services beyond SCV[^6]. Configure and register the existing Amazon Connect instance directly in Salesforce[^6].

### Verify

Suggested check: confirm that the self-integrated contact center shows an active status.

### Rollback

Suggested rollback: delete the self-integrated contact center configuration.

## Step 3: Claim or port phone numbers

### Do

In the Amazon Connect admin website, numbers are claimed from Channels, Phone numbers, Claim a number, choosing a toll-free or DID number, and can be attached to a flow in the Flow / IVR field before saving[^9]. Note that Amazon Connect requires phone numbers in E.164 format, for example +18005551212 for a US number[^60]. By default an Amazon Connect account can claim and release up to 200% of its phone-number quota in a rolling 180-day period; exceeding that blocks further claims until an AWS support case is opened or the period expires[^61]. Be cautious when managing numbers: an Amazon Connect phone number cannot be claimed again after it is released[^39][^62].

### Verify

If claiming via the ClaimPhoneNumber API, verify that the state is reported as CLAIMED, using DescribePhoneNumber to check the status[^8]. Otherwise, verify that the claimed DID or toll-free number appears in the Phone numbers table in the Amazon Connect admin website[^9].

### Rollback

Suggested rollback: disassociate the phone number from any assigned contact flows. Avoid releasing the number if it may be required later, because released numbers cannot be reclaimed[^39][^62].

## Step 4: Configure contact flows and routing

**In Amazon Connect flows, using Salesforce's sample Omni-Channel subflow**

### Do

Salesforce publishes sample Amazon Connect flows for Voice including Sample SCV Inbound Flow, Sample SCV Omni-Channel Subflow - Basic Routing With Case Creation, and transcription subflows for both Amazon Transcribe and Contact Lens[^42]. A claimed or ported Amazon Connect number is attached to a flow on Channels > Phone numbers > Edit Phone number by choosing the flow under Flow / IVR, and only published flows appear in that list[^63]. Attach the claimed phone number to the Sample SCV Inbound Flow or an adapted copy of it[^9][^63][^42]. Ensure the inbound flow references the InvokeTelephonyIntegrationApiFunction Lambda function, which the SCV integration uses to create voice call objects in Salesforce[^16].

### Verify

Place a test call to the claimed number and verify that it invokes the inbound flow and creates a voice call object in Salesforce via the InvokeTelephonyIntegrationApiFunction Lambda[^16].

### Rollback

Suggested rollback: edit the phone number configuration to detach or clear the assigned flow selection.

**In Salesforce, with Omni-Channel Unified Routing**

### Do

Salesforce publishes sample Amazon Connect flows for Voice, including transcription subflows and routing flows[^42]. Configure your contact flows to invoke the InvokeTelephonyIntegrationApiFunction Lambda function to create voice call objects in Salesforce[^16]. Attach the published inbound flow to the claimed number under Channels > Phone numbers > Edit Phone number in the Flow / IVR field[^9][^63]. Configure Omni-Channel routing settings directly in Salesforce Setup[^35].

### Verify

Suggested check: place a test call to the number, confirm that a voice call object is created, and confirm that the routing system routes the interaction according to configured settings.

### Rollback

Suggested rollback: remove the flow assignment from the phone number and revert the central routing configurations.

## Step 5: Configure call recording

### Do

To record calls, add a Set recording and analytics behavior block to the flow before the contact is connected to an agent, then choose Save and Publish[^37]. For new Amazon Connect flows, the Set recording, analytics and processing behavior block replaces the Set recording and analytics behavior block; the older block stays supported in existing flows and the enablement steps are equivalent[^17]. Recording behavior for outbound calls is set by adding the recording block to an outbound whisper flow and selecting that flow as the Outbound whisper flow of the queue used for outbound calls[^38].

### Verify

Suggested check: initiate a test inbound call and a test outbound call, complete the interactions, and verify that call recordings are generated.

### Rollback

Edit the flow to remove the recording block, or set call recording to off within the block, then Save and Publish the flow[^37].

## Step 6: Configure transcription and conversational analytics

**Contact Lens for Amazon Connect**

### Do

Before a flow can enable Contact Lens conversational analytics, it must be enabled on the instance in the Amazon Connect console under Analytics tools[^20]. Contact Lens speech analytics for voice requires call recording set to On with Agent and Customer in the Set recording and analytics behavior block[^18]. In new flows, use the Set recording, analytics and processing behavior block[^17]. Choosing Real-time analytics provides real-time insights during the call plus post-call analytics, while Post-call analytics only analyzes after the call and After Contact Work and gives the best transcription accuracy[^22]. For real-time transcription, Kinesis Data Streams associated with Amazon Connect Contact Lens stream transcript segments that the SCV integration consumes for display in Salesforce[^21]. Note that a transfer creates a second contact ID and contact record, so another Set recording and analytics behavior block with analytics enabled is needed to keep Contact Lens running after a transfer, though queue-to-queue transfers copy the configuration[^24]. Contact Lens supports calls with up to 2 participants; with more parties, transcription and analytics quality can degrade, and AWS recommends disabling analytics for multi-party or third-party calls[^25].

### Verify

Place a test call and verify that transcript segments stream to Salesforce[^21]. If the Set recording and analytics behavior block fails to enable conversational analytics on a contact, AWS says to check the flow logs for the error[^19].

### Rollback

Suggested rollback: open the flow editor, change speech analytics to disabled or set call recording off in the recording block, and re-publish the flow.

**Amazon Transcribe**

### Do

Configure the call flow to invoke the sample transcription subflow for Amazon Transcribe published by Salesforce[^42]. Ensure the flow sets the necessary recording parameters before invoking the subflow[^37].

### Verify

Suggested check: place a test call through the flow and verify that transcription data is generated and forwarded to the agent interface.

### Rollback

Suggested rollback: edit the contact flow to remove the transcription subflow invocation, then Save and Publish.

**No transcription**

### Do

Ensure that no transcription subflows are invoked in your inbound or outbound flows[^42]. In the Set recording and analytics behavior block (or Set recording, analytics and processing behavior block), do not enable speech analytics[^17][^18].

### Verify

Suggested check: place a test call and confirm that call recording functions without generating speech transcripts or streaming Contact Lens data.

### Rollback

Suggested rollback: no changes are required to revert this setting.

## Step 7: Configure transfer destinations

### Do

To set up phone number transfers, create a phone number quick connect (it needs no flow), add it to a queue used for incoming contacts, and make sure that queue is in the transferring agents' routing profile[^64]. Phone number quick connects require only a phone number; a queue or flow cannot be set on them, and phone number transfers do not require a specific flow type[^65]. When creating a phone number quick connect, the phone number is entered starting with the country code[^66]. A quick connect becomes visible to agents in the CCP only after it is added to a queue, and agents see the quick connects of the queues in their routing profile including the default outbound queue[^67].

Amazon Connect does not allow anonymous calls, so every queue, including the inbound queue used for agent-initiated external transfers, needs a valid outbound caller ID number or the call fails[^68]. The queue that carries a phone number quick connect needs an Outbound caller ID number chosen from numbers claimed for the instance; AWS states this is required to make outbound calls[^69]. Only numbers claimed or ported to Amazon Connect can be the outbound caller ID number unless AWS Support activates an external number for custom caller ID after proof of ownership[^70]. For a transfer made while the agent is on a call, caller ID comes from the inbound queue that handled the call and the outbound whisper flow cannot override it; to control it, use a Transfer to phone number block with an explicit caller ID[^71]. A transfer to a phone number fails unless the instance is allowed to call the destination country; countries are added through a service quota increase request[^72]. AWS advises against transferring calls to destinations that could transfer them back into Amazon Connect (circular transfers), because PSTN latency compounds[^73]. An external transfer from Amazon Connect stays anchored to the instance's Region for the whole call: per-minute usage accrues until the transfer recipient hangs up, and the call is not recorded after the agent drops or the transfer completes[^74].

### Verify

In the CCP, select Quick connects while handling an active test call, dial the transfer destination, and choose Join once it connects, then choose Leave to complete the transfer[^75][^76]. Suggested check: verify that the call connects without encountering an invalid outbound configuration error.

### Rollback

Suggested rollback: edit the queue to remove the quick connect, or delete the quick connect entry from the administration console.

## Applicability

Applies to: Amazon Web Services Amazon Connect with Service Cloud Voice, Amazon Web Services Amazon Connect, Amazon Web Services Amazon Connect Contact Lens, and Salesforce Voice. Deployments: multi-tenant. Sources checked 2026-09-25.

## What remains uncertain

The exact procedure for tearing down a Salesforce-created AWS account or completely deprovisioning a Contact Center configuration is not covered by the sources below. Detailed IAM role policies and CloudFormation template contents required for manual BYOA integrations are not covered by the sources below. Specific region availability for instances created automatically by Salesforce is not covered by the sources below.

## Sources

[^1]: Give at least one user, such as yourself, the admin permission set so they can set up the contact center, and after assigning permission sets add users to the contact center. Source: [Assign Contact Center Permission Sets for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&language=en_US&type=5), procedure notes (search-engine excerpt). Checked 2026-09-25.
[^2]: To turn on Voice with a Salesforce-created instance, from Setup enter Amazon Setup in the Quick Find box, select Amazon Setup, and select Turn On Salesforce Voice. Source: [Turn On Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_setup_enable.htm&type=5), procedure, first step (search-engine excerpt). Checked 2026-09-25.
[^3]: In the SCV Bundle model, AWS services run from a new AWS account created by Salesforce under Salesforce's AWS master payer account. Source: [Integrating Amazon Connect Natively into Salesforce Using Service Cloud Voice](https://aws.amazon.com/blogs/apn/integrating-amazon-connect-natively-into-salesforce-using-service-cloud-voice/), section on deployment models (SCV Bundle). Checked 2026-09-25.
[^4]: Salesforce says to choose the integrated-by-you option if you don't want Salesforce to assume your AWS IAM role. Source: [Use an Existing Amazon Connect Instance Integrated by You](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa.htm&language=en_US&type=5), opening paragraph (search-engine excerpt). Checked 2026-09-25.
[^5]: To integrate Voice manually with an existing Amazon Connect instance, you import the contact center definition XML file. Source: [Use an Existing Amazon Connect Instance Integrated by You](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa.htm&language=en_US&type=5), opening paragraph (search-engine excerpt). Checked 2026-09-25.
[^6]: In the SCV Bring Your Own Amazon (BYOA) model, SCV runs from the customer's own AWS account, where the customer can use additional AWS services beyond the scope of SCV. Source: [Integrating Amazon Connect Natively into Salesforce Using Service Cloud Voice](https://aws.amazon.com/blogs/apn/integrating-amazon-connect-natively-into-salesforce-using-service-cloud-voice/), section on deployment models (BYOA). Checked 2026-09-25.
[^7]: When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app, and single sign-on for the contact center is handled by that external client app. Source: [Set Up Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_turn_on_parent.htm&type=5), search-engine excerpt returned for the Set Up Salesforce Voice with Amazon Connect article family. Checked 2026-09-25.
[^8]: A number claimed via the ClaimPhoneNumber API is in state CLAIMED, IN_PROGRESS or FAILED, and DescribePhoneNumber reports which. Source: [Get a local toll-free or DID Connect Customer phone number](https://docs.aws.amazon.com/connect/latest/adminguide/claim-phone-number.html), API instructions for claiming phone numbers, steps 2-3. Checked 2026-09-25.
[^9]: In the Amazon Connect admin website, numbers are claimed from Channels, Phone numbers, Claim a number, choosing a toll-free or DID number, and can be attached to a flow in the Flow / IVR field before saving. Source: [Get a local toll-free or DID Connect Customer phone number](https://docs.aws.amazon.com/connect/latest/adminguide/claim-phone-number.html), Claim a number for your contact center, steps 1-5. Checked 2026-09-25.
[^10]: Current AWS documentation calls the Amazon Connect contact center product Connect Customer. Source: [Enable contact recording](https://docs.aws.amazon.com/connect/latest/adminguide/set-up-recordings.html), page body and navigation references to Connect Customer instance and admin website. Checked 2026-09-25.
[^11]: Einstein Conversation Insights can ingest customer conversations from Amazon Connect, among other voice providers, to provide transcripts, insights and next steps. Source: [Integrate Voice Connectors with Einstein Conversation Insights](https://help.salesforce.com/s/articleView?id=sf.eci_connector_get_started.htm&language=en_US&type=5), opening paragraph (search-engine excerpt). Checked 2026-09-25.
[^12]: Einstein features that act on conversation content (insights, next steps, recommendations) depend on a call transcript existing, so they presuppose one of the transcription options being enabled (inferred). Source: [Integrate Voice Connectors with Einstein Conversation Insights](https://help.salesforce.com/s/articleView?id=sf.eci_connector_get_started.htm&language=en_US&type=5), inferred from the statement that ECI provides transcripts insights and next steps from conversations. Checked 2026-09-25.
[^13]: Real-time call transcripts are displayed to reps in the Enhanced Conversation component in Salesforce. Source: [Configure Call Transcription](https://help.salesforce.com/s/articleView?id=service.voice_setup_transcription.htm&language=en_US&type=5), opening paragraph (search-engine excerpt). Checked 2026-09-25.
[^14]: The Sample SCV Inbound Flow transfers to the Sample SCV Omni-Channel Subflow, which ends with the Sample SCV Transcription Subflow With Contact Lens. Source: [Service Cloud Voice Contact Flows (README)](https://github.com/service-cloud-voice/examples-from-doc/blob/main/ContactFlows/README.md), README, flow descriptions (search-engine excerpt). Checked 2026-09-25.
[^15]: As a best practice, Salesforce recommends using an IAM user rather than the AWS root user to complete Amazon Connect instance configuration tasks, to keep the root user secure. Source: [Configure Your Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&language=en_US&type=5), opening paragraph (search-engine excerpt). Checked 2026-09-25.
[^16]: The SCV integration uses a Lambda function named InvokeTelephonyIntegrationApiFunction to create voice call objects in Salesforce from an Amazon Connect flow. Source: [Integrating Amazon Connect Natively into Salesforce Using Service Cloud Voice](https://aws.amazon.com/blogs/apn/integrating-amazon-connect-natively-into-salesforce-using-service-cloud-voice/), section describing transactional Lambda functions. Checked 2026-09-25.
[^17]: For new Amazon Connect flows, the Set recording, analytics and processing behavior block replaces the Set recording and analytics behavior block; the older block stays supported in existing flows and the enablement steps are equivalent. Source: [Enable conversational analytics in Connect Customer conversational analytics](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html), Note under the introduction. Checked 2026-09-25.
[^18]: Contact Lens speech analytics for voice requires call recording set to On with Agent and Customer in the Set recording and analytics behavior block. Source: [Enable conversational analytics in Connect Customer conversational analytics](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html), Enable call recording and speech analytics, step 2. Checked 2026-09-25.
[^19]: If the Set recording and analytics behavior block fails to enable conversational analytics on a contact, AWS says to check the flow logs for the error. Source: [Enable conversational analytics in Connect Customer conversational analytics](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html), What if the flow block fails to enable conversational analytics?. Checked 2026-09-25.
[^20]: Before a flow can enable Contact Lens conversational analytics, it must be enabled on the instance in the Amazon Connect console under Analytics tools. Source: [Enable conversational analytics in Connect Customer conversational analytics](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html), Enable conversational analytics for your Connect Customer instance, steps 1-4. Checked 2026-09-25.
[^21]: For real-time transcription, Kinesis Data Streams associated with Amazon Connect Contact Lens stream transcript segments that the SCV integration consumes for display in Salesforce. Source: [Integrating Amazon Connect Natively into Salesforce Using Service Cloud Voice](https://aws.amazon.com/blogs/apn/integrating-amazon-connect-natively-into-salesforce-using-service-cloud-voice/), section on Contact Lens real-time transcription. Checked 2026-09-25.
[^22]: Choosing Real-time analytics provides real-time insights during the call plus post-call analytics, while Post-call analytics only analyzes after the call and After Contact Work and gives the best transcription accuracy. Source: [Enable conversational analytics in Connect Customer conversational analytics](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html), Enable call recording and speech analytics, step 4. Checked 2026-09-25.
[^23]: The Sample SCV Transcription Subflow With Contact Lens enables real-time transcription before transferring the call to the queue. Source: [Service Cloud Voice Contact Flows (README)](https://github.com/service-cloud-voice/examples-from-doc/blob/main/ContactFlows/README.md), README, Sample SCV Transcription Subflow With Contact Lens description (search-engine excerpt). Checked 2026-09-25.
[^24]: A transfer creates a second contact ID and contact record, so another Set recording and analytics behavior block with analytics enabled is needed to keep Contact Lens running after a transfer (queue-to-queue transfers copy the configuration). Source: [Enable conversational analytics in Connect Customer conversational analytics](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html), Important things to know, Collect data after transferring a contact. Checked 2026-09-25.
[^25]: Contact Lens supports calls with up to two participants; with more parties, transcription and analytics quality can degrade, and AWS recommends disabling analytics for multi-party or third-party calls. Source: [Enable conversational analytics in Connect Customer conversational analytics](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html), Multi-party calls and conversational analytics. Checked 2026-09-25.
[^26]: When you turn on Salesforce Voice with Amazon Connect, Salesforce creates an AWS account that is used to create your Amazon Connect instance. Source: [Turn On Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_setup_enable.htm&type=5), opening paragraph (search-engine excerpt). Checked 2026-09-25.
[^27]: With a new Amazon Connect instance, Salesforce creates and assumes an AWS IAM role on your behalf to integrate Voice with Amazon Connect. Source: [Use an Existing Amazon Connect Instance Integrated by You](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa.htm&language=en_US&type=5), comparison with the new-instance option (search-engine excerpt). Checked 2026-09-25.
[^28]: When claiming, you choose from the list of available Amazon Connect numbers and cannot request a specific number unless you already hold it with your current provider and port it to Amazon Connect. Source: [Configure Your Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&language=en_US&type=5), phone number section (search-engine excerpt). Checked 2026-09-25.
[^29]: If no transcription subflow or analytics block is enabled in the Amazon Connect flow, no real-time transcript will reach the Enhanced Conversation component (inferred). Source: [Configure Call Transcription](https://help.salesforce.com/s/articleView?id=service.voice_setup_transcription.htm&language=en_US&type=5), inferred from the statement that transcripts come from Amazon Transcribe or Contact Lens. Checked 2026-09-25.
[^30]: To receive or make calls you need a phone number; Amazon Connect options include claiming an available number and porting an existing number. Source: [Configure Your Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&language=en_US&type=5), phone number section (search-engine excerpt). Checked 2026-09-25.
[^31]: Number porting must be requested in advance and its duration varies by country and complexity, so Salesforce advises planning it early. Source: [Prepare for a Partner Contact Center (Trailhead unit)](https://trailhead.salesforce.com/content/learn/modules/service-cloud-voice-setup-quick-look/prepare-for-a-voice-implementation), Implementation Planning / Key Considerations. Checked 2026-09-25.
[^32]: Voice supports Google Chrome and Mozilla Firefox, with cookies enabled for single sign-on. Source: [Prepare for a Partner Contact Center (Trailhead unit)](https://trailhead.salesforce.com/content/learn/modules/service-cloud-voice-setup-quick-look/prepare-for-a-voice-implementation), Prerequisites Before Setup. Checked 2026-09-25.
[^33]: Before setup, create a custom domain and a single sign-on URL so reps can log in to the contact center. Source: [Prepare for a Partner Contact Center (Trailhead unit)](https://trailhead.salesforce.com/content/learn/modules/service-cloud-voice-setup-quick-look/prepare-for-a-voice-implementation), Prerequisites Before Setup. Checked 2026-09-25.
[^34]: Voice is available only in Lightning Experience and requires Service Cloud or Sales Cloud add-on licenses. Source: [Prepare for a Partner Contact Center (Trailhead unit)](https://trailhead.salesforce.com/content/learn/modules/service-cloud-voice-setup-quick-look/prepare-for-a-voice-implementation), Prerequisites Before Setup. Checked 2026-09-25.
[^35]: Omni-Channel must be enabled in the Salesforce org before setting up Voice so reps can make and receive calls. Source: [Prepare for a Partner Contact Center (Trailhead unit)](https://trailhead.salesforce.com/content/learn/modules/service-cloud-voice-setup-quick-look/prepare-for-a-voice-implementation), Prerequisites Before Setup. Checked 2026-09-25.
[^36]: For Amazon Connect, Salesforce advises increasing service quotas for concurrent calls, transcription jobs and outbound call regions before go-live. Source: [Prepare for a Partner Contact Center (Trailhead unit)](https://trailhead.salesforce.com/content/learn/modules/service-cloud-voice-setup-quick-look/prepare-for-a-voice-implementation), Prerequisites Before Setup. Checked 2026-09-25.
[^37]: To record calls, add a Set recording and analytics behavior block to the flow before the contact is connected to an agent, then choose Save and Publish. Source: [Enable contact recording](https://docs.aws.amazon.com/connect/latest/adminguide/set-up-recordings.html), To set up recording of conversations, steps 4 and 6. Checked 2026-09-25.
[^38]: Recording behavior for outbound calls is set by adding the recording block to an outbound whisper flow and selecting that flow as the Outbound whisper flow of the queue used for outbound calls. Source: [Enable contact recording](https://docs.aws.amazon.com/connect/latest/adminguide/set-up-recordings.html), To set up recording behavior for outbound calls, steps 1-3. Checked 2026-09-25.
[^39]: After you release a claimed Amazon Connect number you cannot claim the same number again. Source: [Get a local toll-free or DID Connect Customer phone number](https://docs.aws.amazon.com/connect/latest/adminguide/claim-phone-number.html), How many phone numbers you can claim. Checked 2026-09-25.
[^40]: Salesforce now calls the product Salesforce Voice with Amazon Connect; it was formerly named Service Cloud Voice with Amazon Connect. Source: [Turn On Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_setup_enable.htm&type=5), article title and opening sentence (search-engine excerpt). Checked 2026-09-25.
[^41]: When turning on Voice you enter the root email address twice, and Salesforce uses it to create the root user in the AWS subaccount. Source: [Turn On Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_setup_enable.htm&type=5), procedure, root email step (search-engine excerpt). Checked 2026-09-25.
[^42]: Salesforce publishes sample Amazon Connect flows for Voice including Sample SCV Inbound Flow, Sample SCV Omni-Channel Subflow - Basic Routing With Case Creation, and transcription subflows for both Amazon Transcribe and Contact Lens. Source: [Service Cloud Voice Contact Flows (README)](https://github.com/service-cloud-voice/examples-from-doc/blob/main/ContactFlows/README.md), README, Basic Flows list. Checked 2026-09-25.
[^43]: Amazon Connect Chat in Salesforce Contact Center with Amazon Connect is available only with Service Cloud Voice partner telephony from Amazon Connect, also called Service Cloud Voice BYOA. Source: [Salesforce Contact Center with Amazon Connect: Streamlining omnichannel customer engagement](https://aws.amazon.com/blogs/contact-center/salesforce-contact-center-with-amazon-connect-streamlining-omnichannel-customer-engagement/), section on channels and prerequisites. Checked 2026-09-25.
[^44]: Salesforce Contact Center with Amazon Connect is an AppExchange managed package that requires an org licensed for Service Cloud Voice and Digital Engagement. Source: [Salesforce Contact Center with Amazon Connect: Streamlining omnichannel customer engagement](https://aws.amazon.com/blogs/contact-center/salesforce-contact-center-with-amazon-connect-streamlining-omnichannel-customer-engagement/), prerequisites and installation section. Checked 2026-09-25.
[^45]: The AWS amazon-connect-salesforce-scv examples repository (Voicemail Express, CTR Logger and similar solutions for Service Cloud Voice) is archived and read-only. Source: [amazon-connect-salesforce-scv](https://github.com/amazon-connect/amazon-connect-salesforce-scv), repository archive banner and README. Checked 2026-09-25.
[^46]: Because Salesforce describes the integrated-by-you path as the choice for customers who do not want Salesforce to assume their IAM role, the existing-instance-integrated-by-Salesforce path most likely requires granting Salesforce an assumable IAM role in the customer's AWS account (inferred). Source: [Use an Existing Amazon Connect Instance Integrated by You](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa.htm&language=en_US&type=5), inferred from the opening paragraph contrast; the integrated-by-Salesforce article body was not obtained. Checked 2026-09-25.
[^47]: The Salesforce Voice with Amazon Connect setup sequence includes a step to confirm a tax registration number with AWS. Source: [Set Up Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_turn_on_parent.htm&type=5), help navigation tree: Confirm Tax Registration Number with AWS. Checked 2026-09-25.
[^48]: Salesforce Help documents three ways to create an Amazon Connect contact center for Voice: a new Amazon Connect instance, an existing instance integrated by Salesforce, and an existing instance integrated by you. Source: [Set Up Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_turn_on_parent.htm&type=5), help navigation tree under Create a Contact Center: child article titles for new instance / existing instance integrated by Salesforce / existing instance integrated by you. Checked 2026-09-25.
[^49]: Salesforce Voice with Amazon Connect supports call transcription from either Amazon Transcribe or Contact Lens for Amazon Connect. Source: [Configure Call Transcription](https://help.salesforce.com/s/articleView?id=service.voice_setup_transcription.htm&language=en_US&type=5), opening paragraph (search-engine excerpt). Checked 2026-09-25.
[^50]: Voice includes two contact center permission sets, Contact Center Agent and Contact Center Admin, assigned to users from the Assign Permissions link in the Set Up Your Contact Center section. Source: [Assign Contact Center Permission Sets for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&language=en_US&type=5), opening paragraph and procedure (search-engine excerpt). Checked 2026-09-25.
[^51]: Omni-Channel Unified Routing makes Salesforce the single routing system for Amazon Connect voice calls, enabling skill-based and direct-to-rep routing that takes place in Salesforce instead of the telephony system. Source: [Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_omni_unified_routing.htm&type=5), opening paragraph (search-engine excerpt). Checked 2026-09-25.
[^52]: New contact centers include Unified Routing sample flows directly in Amazon Connect; for preexisting contact centers you download the JSON files from the Sample Salesforce Voice flows page on GitHub and import them. Source: [Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_omni_unified_routing.htm&type=5), sample flows paragraph (search-engine excerpt). Checked 2026-09-25.
[^53]: To use Unified Routing, associate all Salesforce queues with one contact center group, associate that group with a Voice channel in the Amazon contact center, update the Amazon flows for inbound, outbound and transfer scenarios, then enable Unified Routing in the Contact Center details. Source: [Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?language=en_US&id=service.voice_omni_unified_routing.htm&type=5), setup overview (search-engine excerpt). Checked 2026-09-25.
[^54]: An Amazon Connect instance needs a claimed DID or toll-free phone number to place or receive calls. Source: [Get a local toll-free or DID Connect Customer phone number](https://docs.aws.amazon.com/connect/latest/adminguide/claim-phone-number.html), Get a local toll-free or DID Connect Customer phone number (opening paragraph). Checked 2026-09-25.
[^55]: Do not cancel the existing telecom service until the numbers are ported and confirmed working in Amazon Connect; cancelling first can lose the number. Source: [When do I cancel my current telecom service when porting numbers to Connect Customer?](https://docs.aws.amazon.com/connect/latest/adminguide/cancel-current-service.html), page body (two sentences). Checked 2026-09-25.
[^56]: In most cases the losing carrier, not the customer, picks the date and time of a port to Amazon Connect; a preferred date can be requested in the support case. Source: [How long does it take to port phone numbers to Connect Customer?](https://docs.aws.amazon.com/connect/latest/adminguide/how-long-for-number-porting.html), Can I choose the port date?. Checked 2026-09-25.
[^57]: A port request for US DID or toll-free numbers cannot be submitted more than 30 days before the porting date. Source: [How long does it take to port phone numbers to Connect Customer?](https://docs.aws.amazon.com/connect/latest/adminguide/how-long-for-number-porting.html), Important box at top of page. Checked 2026-09-25.
[^58]: Porting US or Canadian numbers to Amazon Connect typically takes two to four weeks after portability is verified and all documents are submitted correctly. Source: [How long does it take to port phone numbers to Connect Customer?](https://docs.aws.amazon.com/connect/latest/adminguide/how-long-for-number-porting.html), Inside the US and Canada. Checked 2026-09-25.
[^59]: Porting numbers from outside the US and Canada to Amazon Connect takes two to six months to complete. Source: [How long does it take to port phone numbers to Connect Customer?](https://docs.aws.amazon.com/connect/latest/adminguide/how-long-for-number-porting.html), Outside the US and Canada. Checked 2026-09-25.
[^60]: Amazon Connect requires phone numbers in E.164 format, for example +18005551212 for a US number. Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), Use E.164 format for international phone numbers. Checked 2026-09-25.
[^61]: By default an Amazon Connect account can claim and release up to 200% of its phone-number quota in a rolling 180-day period; exceeding that blocks further claims until an AWS support case is opened or the period expires. Source: [Get a local toll-free or DID Connect Customer phone number](https://docs.aws.amazon.com/connect/latest/adminguide/claim-phone-number.html), Avoid being blocked from claiming or releasing too many numbers. Checked 2026-09-25.
[^62]: An Amazon Connect phone number cannot be claimed again after it is released. Source: [Get a local toll-free or DID Connect Customer phone number](https://docs.aws.amazon.com/connect/latest/adminguide/claim-phone-number.html), How many phone numbers you can claim. Checked 2026-09-25.
[^63]: A claimed or ported Amazon Connect number is attached to a flow on Channels > Phone numbers > Edit Phone number by choosing the flow under Flow / IVR, and only published flows appear in that list. Source: [Attach a claimed or ported phone number to a flow in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/associate-claimed-ported-phone-number-to-flow.html), To associate a claimed or ported phone number with a published flow, steps 2-4. Checked 2026-09-25.
[^64]: To set up phone number transfers, create a phone number quick connect (it needs no flow), add it to a queue used for incoming contacts, and make sure that queue is in the transferring agents' routing profile. Source: [Set up contact transfers in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/transfer.html), Overview of steps. Checked 2026-09-25.
[^65]: Phone number quick connects require only a phone number; a queue or flow cannot be set on them, and phone number transfers do not require a specific flow type. Source: [Set up contact transfers in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/transfer.html), Overview of steps, steps 1 and 3. Checked 2026-09-25.
[^66]: When creating a phone number quick connect, the phone number is entered starting with the country code. Source: [Create quick connects in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html), Example: Create a phone number quick connect to a mobile phone, step 4. Checked 2026-09-25.
[^67]: A quick connect becomes visible to agents in the CCP only after it is added to a queue, and agents see the quick connects of the queues in their routing profile including the default outbound queue. Source: [Create quick connects in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html), Step 2: Enable agents to see quick connects, and its Tip. Checked 2026-09-25.
[^68]: Amazon Connect does not allow anonymous calls, so every queue, including the inbound queue used for agent-initiated external transfers, needs a valid outbound caller ID number or the call fails. Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), Outbound parameters: Set in queue > Anonymous caller ID. Checked 2026-09-25.
[^69]: The queue that carries a phone number quick connect needs an Outbound caller ID number chosen from numbers claimed for the instance; AWS states this is required to make outbound calls. Source: [Create quick connects in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html), Example: Create a phone number quick connect to a mobile phone > Add the quick connect to a queue, step 2. Checked 2026-09-25.
[^70]: Only numbers claimed or ported to Amazon Connect can be the outbound caller ID number unless AWS Support activates an external number for custom caller ID after proof of ownership. Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), Outbound parameters: Set in queue > Outbound caller ID number. Checked 2026-09-25.
[^71]: For a transfer made while the agent is on a call, caller ID comes from the inbound queue that handled the call and the outbound whisper flow cannot override it; to control it, use a Transfer to phone number block with an explicit caller ID. Source: [Set up outbound caller ID in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/queues-callerid.html), How outbound parameters are selected > Note. Checked 2026-09-25.
[^72]: A transfer to a phone number fails unless the instance is allowed to call the destination country; countries are added through a service quota increase request. Source: [Flow block in Connect Customer: Transfer to phone number](https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html), Configuration tips (first two bullets). Checked 2026-09-25.
[^73]: AWS advises against transferring calls to destinations that could transfer them back into Amazon Connect (circular transfers), because PSTN latency compounds. Source: [Set up your network to use the Connect Customer Contact Control Panel (CCP)](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html), Region selection considerations > External transfers (last sentence). Checked 2026-09-25.
[^74]: An external transfer from Amazon Connect stays anchored to the instance's Region for the whole call: per-minute usage accrues until the transfer recipient hangs up, and the call is not recorded after the agent drops or the transfer completes. Source: [Set up your network to use the Connect Customer Contact Control Panel (CCP)](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html), Region selection considerations > External transfers. Checked 2026-09-25.
[^75]: In the CCP an agent transfers to an external number by calling it from Quick connects or the number pad, choosing Join once it connects, then choosing Leave to complete the transfer. Source: [Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP)](https://docs.aws.amazon.com/connect/latest/adminguide/transfers.html), To transfer to a quick connect or to an external number, steps 1-4. Checked 2026-09-25.
[^76]: Once the transfer destination answers, the agent can choose Join to conference the caller, destination and agent, then choose Leave to complete the transfer and exit the call. Source: [Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP)](https://docs.aws.amazon.com/connect/latest/adminguide/transfers.html), To transfer to a quick connect or to an external number, steps 3 and 4. Checked 2026-09-25.