Salesforce Voice with Telephony Providers Implementation Guide
jSummer '26 (API version 67.0)
Spring '26 (API version 66.0)
Winter '26 (API version 65.0)
Summer '25 (API version 64.0)
Spring '25 (API version 63.0)
Winter '25 (API version 62.0)
Summer '24 (API version 61.0)
Spring '24 (API version 60.0)
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Summer '23 (API version 58.0)
Spring '23 (API version 57.0)
Winter '23 (API version 56.0)
Summer '22 (API version 55.0)
Spring '22 (API version 54.0)
Winter '22 (API version 53.0)
Summer '21 (API version 52.0)
Spring '21 (API version 51.0)
Winter '21 (API version 50.0)
Summer '20 (API version 49.0)
Overview
Release Notes
Pass Data from the IVR System
Link Case to Voice Call Record
Transfer to SMS in the IVR
Enable the Option to Request a Callback
Retry Contact Record Sync for Voice Call Records
Disable Contact Record Sync for Voice Call Records
Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect
Refresh a Sandbox
Set the Voice Call Record Type
Disable Call Recording
Enable the Voice Extension Page in Lightning App Builder
Examples from Amazon Connect
Connect API
Contact Record Sync with Amazon Connect
By default, contact record (previously called contact trace record or CTR) data is automatically stored in Voice Call records,
allowing your Amazon Connect instance to stay in sync with Salesforce.
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Retry Contact Record Sync for Voice Call Records
Amazon Connect contact record (previously called contact trace record or CTR) data is stored automatically in Voice Call records through data synchronization. Sometimes this sync doesn��t occur, and it isn’t always possible to access contact record data in Amazon Connect after the call. Back up contact record data to a separate Amazon S3 bucket, then check for Voice Call records that don’t have contact record data, and then resync the contact record data to your org using the backup data. -
Disable Contact Record Sync for Voice Call Records
When a contact record (previously called contact trace record or CTR) is created in Amazon, the CTRDataSyncFunctionLambda Lambda function invokes the UpdateVoiceCallRecords function, synchronizing contact record data to a VoiceCall object. However, there are times when you don’t want to sync the contact record data between your Amazon Connect instance and Salesforce. For example, during a phased rollout, automatic synchronization can cause redundancies. In these cases, disable contact record sync.