Provisioning the Amazon Connect edition is mostly clicks in Salesforce Setup with a few hours of Contact Flow design on the AWS side. The complexity scales with how custom the IVR and routing need to be.
- Enable Service Cloud Voice
Setup, Service Setup, Service Cloud Voice. Confirm the licence and any required permission set licences are visible. Walk the Voice Setup wizard.
- Provision the Amazon Connect instance
For the Amazon Connect edition, click Provision in Voice Setup. Salesforce creates the Connect instance in the right AWS region and pairs it with the org. Provisioning takes under an hour.
- Configure Contact Flows
Open the Connect admin console from the link in Voice Setup. Author or import Contact Flows. At a minimum, configure greeting, queue selection, and the Set Working Queue / Transfer-to-Salesforce-Queue blocks that hand off to Omni-Channel.
- Add phone numbers and pair queues
Claim phone numbers in Connect and attach them to the Contact Flows. In Salesforce, pair each Connect queue to a Salesforce Service Channel and Omni-Channel routing configuration.
- Assign Voice permissions and test
Assign the Service Cloud Voice permission set licence and permission set to Agents. Dial the configured number, walk the IVR, confirm the call lands with an Agent in the Service Console, and check that the transcript appears in real time.
- Contact Flow authoring is an AWS skill, not a Salesforce skill. Plan to involve someone with Connect experience for non-trivial IVR design.
- Phone number porting can take weeks. Order numbers and start porting early in any rollout.
- Audio retention is set in AWS S3; Voice Call retention is set in Salesforce. Mismatched windows surface as compliance gaps.
- The Voice edition decides who owns operations. With Amazon Connect, Salesforce Support is the first call; with BYOAC, AWS is in the loop too.