in implementation guides ~ read.
Support Voice Pt Amazon Connect

Support Voice Pt Amazon Connect

DOWNLOAD

First things first !
To download this implementation guide, click the download button below.
If you need more information about the implementation guide, you can read the Table of Contents below.

Download

Get Started with Service Cloud
Voice with Partner Telephony
from Amazon Connect
Salesforce Spring

salesforcedocs
Last updated December

Copyright Salesforce Inc All rights reserved Salesforce is a registered trademark of Salesforce Inc as are other

names and marks Other marks appearing herein may be trademarks of their respective owners

CONTENTS

Service Cloud Voice with Partner Telephony from Amazon Connect
Before You Start
Service Cloud Voice Planning Checklist
Configure Your Amazon Connect Instance for Voice
Set Up Service Cloud Voice for Partner Telephony
Report on Your Contact Center
Maintain Your Contact Center
Train Your Agents on Service Cloud Voice

SERVICE CLOUD VOICE WITH PARTNER TELEPHONY FROM

AMAZON CONNECT

Service Cloud Voice with Partner Telephony from Amazon Connect lets you integrate your own
Amazon Connect instance with Service Cloud Voice This document is for customers who set up
Service Cloud Voice with Partner Telephony from Amazon Connect before Spring
Tip For the best endtoend Voice experience and to ensure you always have the latest
Voice features use a new Amazon Connect Instance or use an existing Amazon Connect
instance integrated by Salesforce
Before You Start
Review these tips so setup and configuration go smoothly
Service Cloud Voice Planning Checklist
Before you begin setting up Service Cloud Voice with Partner Telephony from Amazon Connect
take care of these essential planning steps They highlight best practices for using Voice and
help you understand what to expect during your Voice rollout
Configure Your Amazon Connect Instance for Voice
Follow these steps to configure your Amazon Connect instance to work with Service Cloud

Voice The majority of these steps take place in the AWS Console or in Amazon Connect These

instructions are for customers who are providing their own Amazon Connect instance

EDITIONS

Available in Lightning
Experience
Available in Enterprise and
Unlimited Editions
Available in Sales Cloud
Service Cloud and
Government Cloud as an
addon license Government
Cloud is supported only on
Service Cloud Voice with
Partner Telephony from
Amazon Connect and
Service Cloud Voice with
Partner Telephony

Set Up Service Cloud Voice for Partner Telephony
After you configure your Amazon Connect instance follow these steps to set up Service Cloud Voice in Salesforce
Report on Your Contact Center

Create a CRM Analytics App to report on your contact centers key performance indicators KPIs

Maintain Your Contact Center
Follow these steps to keep your contact center and contact flows up to date
Train Your Agents on Service Cloud Voice
Use these resources to help your agents become familiar with Voices softphone and features Some features may differ depending
on what features your telephony provider offers

SEE ALSO

Set Up Service Cloud Voice with Partner Telephony from Amazon Connect

Service Cloud Voice with Partner Telephony from Amazon
Connect

Before You Start

Before You Start
Review these tips so setup and configuration go smoothly

EDITIONS

Important Service Cloud Voice with Partner Telephony from Amazon Connect is different
from the default Service Cloud Voice product In the default Voice product Salesforce handles
some of the configuration tasks for you If thats what you want to set up weve got you
coveredsee Set Up Service Cloud Voice with Amazon Connect
Important This document is for customers who set up Service Cloud Voice with Partner
Telephony from Amazon Connect before Spring If youre setting up Service Cloud Voice
with the Spring release or later use the simplified process that is described in Set Up
Service Cloud Voice with Partner Telephony from Amazon Connect in Salesforce Help
First complete the Service Cloud Voice Planning Checklist on page
We strongly suggest that you print out and read through this entire guide before starting the setup
process Keep a notepad handy where you can copy and paste the values for some of the instructions
You need the values for later setup steps We mention where to write down certain information

This guide assumes that youre familiar with Amazon Web Services AWS services including Amazon

Connect AWS Lambda and Amazon Identity and Access Management IAM The guide walks you

through the basic steps to configure Amazon Connect to work with Voice and provides links to
AWSs product documentation For comprehensive info about how to set up Amazon Connect and

other AWS services see the AWS Documentation httpsdocsawsamazoncom

Available in Lightning
Experience
Available in Enterprise and
Unlimited Editions
Available in Sales Cloud
Service Cloud and
Government Cloud as an
addon license Government
Cloud is supported only on
Service Cloud Voice with
Partner Telephony from
Amazon Connect and
Service Cloud Voice with
Partner Telephony

This guide assumes that youre familiar with Salesforce Service Cloud and OmniChannel For comprehensive documentation on Salesforce
see httpshelpsalesforcecom
This guide assumes that you already have

An AWS account

An AWS root user or administrator privileges You need administrative access to configure AWS and Amazon Connect

An Amazon Connect instance

A Salesforce org where Service Cloud is enabled

Salesforce administrator privileges You need administrative access to configure Salesforce

Now that you have your Salesforce org Service Cloud Voice Partner license and AWS account with an Amazon Connect instance ready

lets get started

SEE ALSO

Salesforce Help Voice Limits and Limitations
Salesforce Help Plan Your Voice Contact Center

External Link AWS Documentation

Service Cloud Voice with Partner Telephony from Amazon
Connect

Service Cloud Voice Planning Checklist

Service Cloud Voice Planning Checklist
Before you begin setting up Service Cloud Voice with Partner Telephony from Amazon Connect
take care of these essential planning steps They highlight best practices for using Voice and help
you understand what to expect during your Voice rollout
Step

EDITIONS

Available in Lightning
Experience

Where to Learn More

Step Review Voices key concepts and
Salesforce Help Voice Key Concepts
limitations Understand the terms we use when
talking about telephony and read through the Salesforce Help Voice Limits and Limitations
Voice limits and limitations
Not all Voice concepts like connected apps or
limitations apply to Service Cloud Voice with
Partner Telephony from Amazon Connect For

a walkthrough of key AWS settings for Service

Cloud Voice check the onboarding wizard
Step Learn about your telephony model Amazon Help Amazon Connect Administrator
Know where to find documentation for Amazon Guide
Connect
Step Consider your service quotas If your Salesforce Help Increase Amazon Service Quotas
contact center uses Amazon Connect telephony
decide whether to increase your Amazon service Amazon HelpAmazon Connect Service Quotas
quotas These quotas control things such as
For the default list of countries supported for
The maximum number of concurrent active outbound calls see the section named
Countries you can call
calls
The maximum number of transcription jobs
The list of countries that can be called in
outbound calls
If youre not sure whether to adjust your quotas

ask an AWS Solution Architect for help

Step Plan your phone number porting Amazon Help Port Your Current Phone Number
Decide whether and how to use your existing
phone number or numbers in your new contact
center
Phone number porting is highly regulated cant
be rushed and requires you to submit a porting
request with your telephony provider many
weeks in advance To avoid any anxiety about
the porting timeline we recommend taking this
approach
Claim a new phone number for testing and
production
Forward traffic to that number from your
original production phone number until
testing is complete

Available in Enterprise and
Unlimited Editions
Available in Sales Cloud
Service Cloud and
Government Cloud as an
addon license Government
Cloud is supported only on
Service Cloud Voice with
Partner Telephony from
Amazon Connect and
Service Cloud Voice with
Partner Telephony

Service Cloud Voice with Partner Telephony from Amazon
Connect

Configure Your Amazon Connect Instance for Voice

Step

Where to Learn More

Port the original production phone number from your previous
telephony provider to your new one
Step Design your environment and testing strategy Decide Salesforce Help Test Your Voice Implementation
how many sandbox orgs you need If applicable decide how many
Amazon Connect test instances you need Then develop a plan
to migrate data between production and test environments

Step Review AWS networking requirements To avoid

Amazon Help Set Up Your Network
blocking important ports review Amazons networking guidance
Step Plan your routing requirements Your interactive voice Service Cloud Voice Implementation Guide Using Service Cloud Voice

response IVR determines how customers navigate your phone Contact Flows

support and get routed to agents Consider
Your current routing logic
How you want to improve it using Amazon Connect routing
profiles and queues or equivalent features from your telephony
provider
Available prebuilt solutions
We recommend starting simple by using the contact flows provided

by Salesforce These contact flows demonstrate good IVR practices

You can then build them out to move toward your ideal IVR testing

each change that you make

After you complete these planning steps its time to start your setup

Configure Your Amazon Connect Instance for Voice
Follow these steps to configure your Amazon Connect instance to work with Service Cloud Voice The majority of these steps take place

in the AWS Console or in Amazon Connect These instructions are for customers who are providing their own Amazon Connect instance

Generate a SelfSigned Certificate with OpenSSL

Use OpenSSL to generate an RSA private key and two certificates You need one certificate to set up a secure connection between

Amazon Connect and Salesforce and another certificate for the REST API integration Repeat the steps to create both certificates

Connect Your Amazon Connect Instance to Salesforce

Configure your Amazon Connect instance and Salesforce org so they can connect with each other Set up single signon SSO so

agents can log in to the Amazon Connect instance through Service Cloud Voice Configure data streaming and services so agents
can see realtime transcription
Configure Users in Amazon Connect
Add users to your Voice contact center in Salesforce and in your Amazon Connect instance This task assumes that you already have
users in your Salesforce org that you want to add to the Amazon Connect contact center If not create some users in Salesforce

Service Cloud Voice with Partner Telephony from Amazon
Connect

Generate a SelfSigned Certificate with OpenSSL

Configure the Lambda Functions and Contact Flows for Voice
Follow these steps to use the Salesforceprovided Lambda functions in your Amazon Connect instance After setting up the Lambda
functions import the Service Cloud Voice sample contact flows to your Amazon Connect instance

Turn On AWS Streaming Services

Enable Contact Trace Records CTR data streaming and live media streaming to use realtime transcription in Salesforce If you

already have CTR enabled its not necessary to recreate these resources

Configure Contact Lens Transcription
Complete these steps to ensure your voice calls are transcribed
Configure Call Recording
Optionally follow these steps to turn on automatic call recording and to allow support agents to pause call recording

Generate a SelfSigned Certificate with OpenSSL

Use OpenSSL to generate an RSA private key and two certificates You need one certificate to set up a secure connection between

Amazon Connect and Salesforce and another certificate for the REST API integration Repeat the steps to create both certificates

Important OpenSSL v must be used

Important The certificate expires after year by default You can change the expiration date When the certificate expires AWS

services cant talk with your Voice contact center To ensure uninterrupted service generate and upload a new certificate before
the old certificate expires
Create a folder for holding the generated certificate
mkdir certificates

Change the current directory to the certificates folder
cd certificates

In the certificates folder specify a password and generate an RSA private key Where it says yourpassword specify your

own password
openssl genrsa des passout passyourpassword out serverpasskey

Create a key file from the serverpasskey file using the password that you created in the previous step
openssl rsa passin passyourpassword in serverpasskey out serverkey

Delete the serverpasskey
rm serverpasskey

Request and generate the certificate
openssl req new key serverkey out servercsr

Enter the required information
a Enter your company details
b When prompted for the challenge password press Enter

Service Cloud Voice with Partner Telephony from Amazon
Connect

Connect Your Amazon Connect Instance to Salesforce

The Certificate Authorities use this password to authenticate the certificate owner when they want to revoke their certificate

You cant revoke it via the Certificate Revocation List CRL because its a selfsigned certificate

Generate the SSL certificate

openssl x req sha days in servercsr signkey serverkey out servercrt

Connect Your Amazon Connect Instance to Salesforce
Configure your Amazon Connect instance and Salesforce org so they can connect with each other

Set up single signon SSO so agents can log in to the Amazon Connect instance through Service

Cloud Voice Configure data streaming and services so agents can see realtime transcription

Important This guide assumes that you already have an AWS account If you dont create

one You need an AWS account before you can create and configure an Amazon Connect

database instance
Create an Amazon Connect Instance

If you dont already have an Amazon Connect instance to use with Voice log in to your AWS

account and create an Amazon Connect instance
Configure Salesforce as Your Identity Provider
Let Salesforce act as your identity provider for the telephony system This step creates a metadata

file that you need in order to configure the AWS Identity and Access Management settings

You need your custom domain name for this step

EDITIONS

Available in Lightning
Experience
Available in Enterprise and
Unlimited Editions
Available in Sales Cloud
Service Cloud and
Government Cloud as an
addon license Government
Cloud is supported only on
Service Cloud Voice with
Partner Telephony from
Amazon Connect and
Service Cloud Voice with
Partner Telephony

Configure AWS Identity and Access Management IAM for Voice

AWS Identity and Access Management IAM lets you manage access to AWS services You

need the metadata XML file that you created for the identity provider and the Amazon Resource

Name ARN for your Amazon Connect instance These instructions are for customers who set up Service Cloud Voice with Partner

Telephony from Amazon Connect before Spring
Add Your Domain to the Approved Origins List in Amazon Connect

The approved origins list tells Amazon Connect the URL to connect to

Create an Amazon Connect Relay State URL

Create an Amazon Connect Relay State URL that your Salesforce org can use to set up single signon SSO

Create a Connected App for Amazon Connect

In Salesforce create a connected app that connects Salesforce to Amazon Connect Then set up single signon SSO so that your

agents can log in to the Amazon Connect instance via the Salesforce OmniChannel utility

Save Your Private Key to the AWS Parameter Store

Add the private key from your selfsigned certificate to the AWS parameter store

Create an Amazon Connect Instance

If you dont already have an Amazon Connect instance to use with Voice log in to your AWS account and create an Amazon Connect

instance
The Get Started with Service Cloud Voice for Partner Telephony from Amazon Connect guide is intended for customers who already have
an Amazon Connect instance that they want to use with Voice This guide explains the basic steps to configure a Connect instance to

Service Cloud Voice with Partner Telephony from Amazon
Connect

Connect Your Amazon Connect Instance to Salesforce

work with Voice but it doesnt provide comprehensive instructions for configuring Amazon Connect For detailed documentation on
Amazon Connect see the Amazon Help Amazon Connect Administrator Guide

Important The Amazon Connect instance must use SAML based authentication If your existing Connect instance already is

configured to use SAML you can skip this step If your existing Connect instance doesnt use SAML create another instance

because you cant change the authentication setting after the instance is created

This guide assumes that you already have an AWS account If not create one You need an AWS account before you can create and

configure an Amazon Connect database instance

Log in to the AWS Management Console

In the search bar enter Amazon Connect then select Amazon Connect
Click Add an instance
In the topright corner select the region where you want the instance to be created Select a region closest to where your contact
center is physically located
For example if your contact center is in Los Angeles select the USWest Oregon uswest region Regions where Amazon Connect
isnt available are grayed out

For Identity Management select SAML based authentication

In the Access URL field enter a unique name for your instance then click Next

For the Administrator optionally create an admin or skip this step You can create or add an admin later

For Telephony Options select I want to handle incoming calls with Amazon Connect and I want to make outbound calls

with Amazon Connect then click Next
For Data Storage optionally customize where to store call recordings and exported reports To accept the default values click Next
For Review and Create check the details of your Amazon Connect instance and click Create Instance

A confirmation is displayed when the instance is created

SEE ALSO

External Link Amazon Connect Administrator Guide Create an Amazon Connect instance

Service Cloud Voice with Partner Telephony from Amazon
Connect

Connect Your Amazon Connect Instance to Salesforce

Configure Salesforce as Your Identity Provider
Let Salesforce act as your identity provider for the telephony system This step creates a metadata

file that you need in order to configure the AWS Identity and Access Management settings You

need your custom domain name for this step

EDITIONS

Log in to Salesforce with your custom domain name

Available in Lightning
Experience

From Setup in the Quick Find box enter Identity Provider then select Identity
Provider

Available in Enterprise and
Unlimited Editions

Click Enable Identity Provider

Available in Sales Cloud
Service Cloud and
Government Cloud as an
addon license Government
Cloud is supported only on
Service Cloud Voice with
Partner Telephony from
Amazon Connect and
Service Cloud Voice with
Partner Telephony

Select a certificate from the dropdown menu
Save your changes

Click Download Metadata and then save the metadata XML file to your computer

Tip You need the metadata file later when you configure AWS identity and access

management settings

Configure AWS Identity and Access Management IAM for

Voice

AWS Identity and Access Management IAM lets you manage access to AWS services You need

the metadata XML file that you created for the identity provider and the Amazon Resource Name

ARN for your Amazon Connect instance These instructions are for customers who set up Service

Cloud Voice with Partner Telephony from Amazon Connect before Spring

USER PERMISSIONS

Define and modify identity
providers and service
providers
Customize Application

Before you start review the AWS IAM Best Practices Guide at httpsawsamazoncomiam

Tip You need the ARN for your Amazon Connect instance so you can create a policy

Go to Amazon Connect and select your instance
Click Overview

The ARN is shown in the Overview section Copy and paste this value to your notepad

To configure access to AWS follow these steps

Create a policy to manage access to AWS services

a Go to Identity and Access Management IAM in AWS

b Under Access management select Policies
c Click Create policy
The Create policy page opens

d Click the JSON tab

e Copy and paste the following JSON policy but replace YOUR ARN with your Amazon Connect instances ARN

Dont change the userid string

Version
Statement

Sid Statement

Service Cloud Voice with Partner Telephony from Amazon
Connect

Connect Your Amazon Connect Instance to Salesforce

Effect Allow
Action connectGetFederationToken

Resource YOUR ARNuserawsuserid

f Click Next Tag then click Next Permission
g Click Next Review
h For Name enter a name such as AmazonConnectSFDCPolicy Optionally enter a description
i Click Create policy
The policy is created
Add an identity provider
a Under Access management select Identity Providers
b Click Add Provider
c Fill out the fields as follows

For Provider Type select SAML

For Provider Name enter AmazonConnectSFDC

For Metadata Document click Choose File and select the Salesforce identity provider metadata file
d Click Add provider

A banner is displayed asking you to assign a role

Create a new role to assign to the identity provider
a Click Assign role

A window is displayed asking you to create a role or use an existing role

b Click Create a new role

In the Select type of trusted entity section select SAML federation

Select Allow programmatic and AWS Management Console access The Attribute and Value fields are automatically

populated
c Click Next Permissions
d Attach the policy to the role
In the search box enter the name of the policy that you created in Step
Select the policy
e Click Next Tags and then click Next Review
f In the Role name field enter a name such as MyCallCenterConnectCallRole Use the following name
formatcontact center internal nameConnectCallRole
g In the Description field optionally enter a description
h Click Create role

Service Cloud Voice with Partner Telephony from Amazon
Connect

Connect Your Amazon Connect Instance to Salesforce

The role is created You need this role to set up the connected app in Salesforce

SEE ALSO

External Link AWS Identity and Access Management Best practices

Set Up Service Cloud Voice with Partner Telephony from Amazon Connect

Add Your Domain to the Approved Origins List in Amazon Connect

The approved origins list tells Amazon Connect the URL to connect to

You need your My Domain URL and the Lightning Domain URL

To find your My Domain domain name log in to Salesforce From Setup in the Quick Find box enter My Domain and then select My

Domain Your My Domain name is the value for the Current My Domain URL field For example

httpsYourDomainNamemysalesforcecom

To find your Lightning Domain name log in to Salesforce Your Lightning domain name is the URL host name in your browser For

example httpsYourDomainNamelightningforcecom
Log in to Amazon Connect
Select your instance
Click Approved origins
In the Application integration section click Add origin

Enter your My Domain URL and then click Add

For example httpsYourDomainNamemysalesforcecom

Enter your Lightning Domain URL and then click Add

For example httpsYourDomainNamelightningforcecom

Create an Amazon Connect Relay State URL

Create an Amazon Connect Relay State URL that your Salesforce org can use to set up single signon SSO

The Relay State URL uses this format where instanceId is replaced with your Amazon Connect instance Id and

regionId is replaced with your Amazon region Id
httpsregionIdconsoleawsamazoncomconnectfederateinstanceId
Replace the instanceId with your instance Id

To find your Amazon Connect instance ARN

a Open a tab in your browser and navigate to the Amazon Connect Console
b Click the name alias of your instance

c From the Instance ARN copy the portion after instance

Replace regionId with your region Id

To find your region look at the ARN for your Connect instance For example

arnawsconnectuseastxxxxxxxinstanceinstanceid Alternatively you can find your region on

the AWS console page in the overview section

Service Cloud Voice with Partner Telephony from Amazon
Connect

Connect Your Amazon Connect Instance to Salesforce

After you replace the instanceId and the regionId the updated Relay State URL looks like this

httpsregionidconsoleawsamazoncomconnectfederateinstanceid

Tip Copy and paste the Relay State URL to your notepad You need the Relay State URL later on for the Amazon Connect Call

Center Configuration

Create a Connected App for Amazon Connect
In Salesforce create a connected app that connects Salesforce to Amazon Connect Then set up

single signon SSO so that your agents can log in to the Amazon Connect instance via the Salesforce

OmniChannel utility

Tip Before you start get the Amazon Resource Names ARN for the AmazonConnectSFDC

and AmazonConnectSSOSFDC role from the AWS Identity and Access Management console

Go to Identity and Access Management in AWS

Under Access management click Identity providers and then select

AmazonConnectSFDC

The ARN is shown in the Summary section Copy and paste this value to your notepad

Click Identity providers and then select the AmazonConnectSSOSFDC role

The ARN is shown in the Summary section Copy and paste this value to your notepad

After you have the ARNs follow these steps to create the connected app and SSO URL

Create the connected app in Salesforce

EDITIONS

Available in Lightning
Experience
Available in Enterprise and
Unlimited Editions
Available in Sales Cloud
Service Cloud and
Government Cloud as an
addon license Government
Cloud is supported only on
Service Cloud Voice with
Partner Telephony from
Amazon Connect and
Service Cloud Voice with
Partner Telephony

a From Setup in the Quick Find box enter App Manager and then select App Manager
b Click New Connected App

USER PERMISSIONS

c In the Basic Information section specify the Connected App Name API Name this field

is automatically populated and Contact Email

d In the Web App Settings section leave the Start URL field empty

e Select Enable SAML

f In the Entity ID field enter AmazonConnectSFDC

g In the ACS URL field enter httpssigninawsamazoncomsaml

h In the Subject Type field select Persistent ID

i In the Name ID Format field select

urnoasisnamestcSAMLnameidformatpersistent

j Save your work
The connected app is created
Create a custom attribute for the attribute key
a In the Custom Attributes section click New
b In the Key field enter
httpsawsamazoncomSAMLAttributesRoleSessionName

c In the Value field enter UserId OrganizationId
d Save your work

To read create update or
delete connected apps
Customize Application

AND either

Modify All Data OR

Manage Connected
Apps
To update Profiles
Permission Sets and Service

Provider SAML Attributes

Customize Application

AND Modify All Data

AND Manage Profiles

and Permission Sets
To install and uninstall
connected apps
Customize Application

AND either

Modify All Data OR

Manage Connected
Apps

***