Releases: service-cloud-voice/ServiceCloudVoiceLambdas
ContactCenter-v14.2
Available Date: Starting on March 11, 2024
This version includes these changes.
This version includes these changes.
Change
Applicable Telephony Models
Fixed these bugs:
Updating the Amazon Connect contact center to version 14.1 fails due to an AWS bug, as described in this known issue.
When an agent doesn’t log out of Omni-Channel before exiting Service Cloud Voice, their presence status isn’t synced with Amazon Connect. As a result, Amazon Connect routes calls to them even though they’re offline. This bug applies to contact centers version 13 and above.
Service Cloud Voice with Amazon Connect
Service Cloud Voice with Partner Telephony from Amazon Connect
ContactCenter-v14.1
This version includes these changes.
Change
Applicable Telephony Models
Added the Voicemail Lambda functions (VoiceMailAudioProcessingFunction, VoiceMailTranscribeFunction, and VoiceMailPackagingFunction) to the Service Cloud Voice Lambda Dashboard. Added alerts for these functions. Use RealtimeAlertEvent to consume these alerts. Configure Salesforce flows to take action based on the alerts.
See Customer Alerts Dashboards.
Service Cloud Voice with Amazon Connect
Service Cloud Voice with Partner Telephony from Amazon Connect
Fixed a bug where the TrailLogGroupRole role didn’t follow the set permission boundary.
Service Cloud Voice with Partner Telephony from Amazon Connect
Enhanced the VoiceMailAudioProcessingFunction Lambda function to decrypt the CTR stream when KMS keys are used.
ContactCenter-v14.0
Available Date: Starting on January 12, 2024
This version includes these changes.
This version includes these changes.
Change
Applicable Telephony Models
Updated the Resource section of the IAM policy with a resource arn that applies to an existing Amazon Connect instance integrated by Salesforce. To identify IAM policy resources owned by Salesforce Service Cloud Voice, we tagged them with "resourceowner" :"scv".
See
Configure AWS Identity and Access Management (IAM) Role for Voice
Use an Existing Amazon Connect Instance Integrated by Salesforce.
Service Cloud Voice: Amazon Connect Role and Provisioning Policies
Service Cloud Voice with Partner Telephony from Amazon Connect
Contact Center 13.2
Contact Center v13.2
Available Date: Starting on September 19, 2023
This version includes these changes.
| Change | Applicable Telephony Models |
|---|---|
| When you create or update your contact center, Salesforce creates or updates Salesforce Identity Provider only if it’s necessary. If you’re using your own IDP, no updates occur. | Service Cloud Voice with Amazon ConnectService Cloud Voice with Partner Telephony from Amazon Connect |
| Fixed this bug:Some Lambda functions had security vulnerabilities. To address them, we increased the xml2js version from 0.4.19 to 0.5.0. | Service Cloud Voice with Amazon ConnectService Cloud Voice with Partner Telephony from Amazon Connect |
| Fixed these bugs:If a policy is defined for the S3 bucket, creation of the contact center with an existing Amazon Connect instance fails.Permission boundaries weren’t honored because the CloudFormation template didn’t include the permission boundary checks for SCVRealtimeAlertRole. | Service Cloud Voice with Partner Telephony from Amazon Connect |
ContactCenter-v13.1
Contact Center v13.1
Available Date: Starting on August 29, 2023
This version includes these changes.
| Change | Applicable Telephony Models |
|---|---|
| Fixed these bugs:Contact centers can’t integrate Salesforce with Amazon Connect due to the contact center certificate’s RSA key size.Real-time transcription using the kvsTranscriber Lambda function isn’t working. | Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect |
Contact Center 13.0
Contact Center v13.0
Available Date: Starting on 8/25/23
This version includes these changes.
| Change | Applicable Telephony Models |
|---|---|
| Improved error handling for Lambda functions. You can now issue AWS CloudTrail queries with expressions and patterns to find Lambda logs. | Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect |
| Upgraded Lambda run-time settings. The node.js runtime now supports 18.x runtime. Java runtime now supports Java 11.See Also:Amazon Documentation: Lambda Runtimes | Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect |
| To analyze the call lifecycle in Amazon CloudWatch, log lines are now consistent for all Lambda functions. | Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect |
| CloudFormation now contains descriptions for all AWS service and resource permissions. | Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect |
| Fixed these bugs:Voicemail isn’t transcribed in non-English languages.When the caller hangs up while the call is in a voicemail queue, the call status in Omni Supervisor shows "New."The VoiceMailPackagingFunction Lambda function times out. The function previously timed out after 60 seconds. It now waits up to 6 minutes 40 seconds before timing out. | Service Cloud Voice with Partner Telephony from Amazon Connect |
Contact Center 12.0
Contact Center v12.0
Available Date: Starting on 4/10/23
This version includes these changes.
| Change | Applicable Telephony Models |
|---|---|
| Starting with the Summer ’23 release, each Salesforce release will include a major contact center update. For example, the Summer FY ’23 release includes Contact Center version 12.0 and the Winter FY ’24 release will include Contact Center version 13.0. The major contact center update will be available after your Salesforce org updates to the next version. The contact center updates are available in sandbox and production environments.See AlsoKnowledge Article: Salesforce Sandbox Preview Instructions | Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect |
| Service Cloud Voice now supports Hindi and Thai languages for Amazon Transcribe’s transcription. The kvsTranscriber Lambda function now supports real-time transcription for these languages.To show real-time transcription in Hindi or Thai:In Salesforce, update your contact center to get the latest Lambda functions.In Amazon Connect, set the languageCode on the transcription block in your contact flows to the transcription language. For example, to transcribe to Hindi, enter hi-IN. For more info about supported languages and language codes, see Streaming Transcription in the AWS Transcribe Developer Guide.See AlsoAmazon Documentation: Amazon Transcribe's Transcription Languages Supported by Service Cloud Voice | Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect |
| Amazon Connect’s Multi-Party Calls feature (for up to 6 parties) is automatically disabled for version 12.0 contact centers. Service Cloud Voice doesn’t currently support this feature. It can be re-enabled within the Telephony settings for your Amazon Connect instance. However, if you use it, you might notice some unexpected behavior for call transfers and conference calls. | Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect |
| Fixed these bugs:Transcription using the kvsTranscriber Lambda function isn’t working for the South Africa region.Failed to create two Service Cloud Voice with Partner Telephony from Amazon Connect contact centers in the same AWS account, where one contact center was created with a new Amazon Connect instance and the other was created by importing the contact center definition XML file.For serverless applications, due to insufficient permissions, Kinesis stream for Content Lens fails to be associated with the Amazon Connect instance. | Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect |
Available Date: Starting on 4/10/23
This version includes these changes.
Change
Applicable Telephony Models
Starting with the Summer ’23 release, each Salesforce release will include a major contact center update. For example, the Summer FY ’23 release includes Contact Center version 12.0 and the Winter FY ’24 release will include Contact Center version 13.0. The major contact center update will be available after your Salesforce org updates to the next version. The contact center updates are available in sandbox and production environments.
See Also
Knowledge Article: Salesforce Sandbox Preview Instructions
Service Cloud Voice with Amazon Connect
Service Cloud Voice with Partner Telephony from Amazon Connect
Service Cloud Voice now supports Hindi and Thai languages for Amazon Transcribe’s transcription. The kvsTranscriber Lambda function now supports real-time transcription for these languages.
To show real-time transcription in Hindi or Thai:
In Salesforce, update your contact center to get the latest Lambda functions.
In Amazon Connect, set the languageCode on the transcription block in your contact flows to the transcription language. For example, to transcribe to Hindi, enter hi-IN. For more info about supported languages and language codes, see Streaming Transcription in the AWS Transcribe Developer Guide.
See Also
Amazon Documentation: Amazon Transcribe's Transcription Languages Supported by Service Cloud Voice
Service Cloud Voice with Amazon Connect
Service Cloud Voice with Partner Telephony from Amazon Connect
Amazon Connect’s Multi-Party Calls feature (for up to 6 parties) is automatically disabled for version 12.0 contact centers. Service Cloud Voice doesn’t currently support this feature. It can be re-enabled within the Telephony settings for your Ama...