Refresh a Sandbox

Retrieve the ConversationVendorInfo metadata from the sandbox org to create a backup copy named package.xml. The ConversationVendorInfo package contains information about the AWS Account.

Here’s a sample version of the ConversationVendorInfo package:

1<!— ConversationVendorInfo Package package.xml-->
2<?xml version="1.0" encoding="UTF-8"?>
3<Package xmlns="http://soap.sforce.com/2006/04/metadata">
4<types>
5<members>SERVICE_CLOUD_VOICE</members>
6<name>ConversationVendorInfo</name>
7</types>
8<version>55.0</version>
9</Package>

Here’s a sample version of the CallCenter package, where ContactCenterWest is the internal name of the contact center:

1<!— CallCenter Package package.xml-->
2<?xml version="1.0" encoding="UTF-8"?>
3<Package xmlns="http://soap.sforce.com/2006/04/metadata">
4<types>
5<members>ContactCenterWest</members>
6<name>CallCenter</name>
7</types>
8<version>55.0</version>
9</Package>

Here’s a sample version of the single sign-on connected app package, where ContactCenterWest is the internal name of the contact center:

1<!— ConnectedApp Package package.xml-->
2<?xml version="1.0" encoding="UTF-8"?>
3<Package xmlns="http://soap.sforce.com/2006/04/metadata">
4<types>
5<members>ContactCenterWest_Connected_App</members>
6<name>ConnectedApp</name>
7</types>
8<version>55.0</version>
9</Package>

Deploy the ConversationVendorInfo metadata to the refreshed sandbox org and verify that you receive an email from Salesforce confirming Service Cloud Voice has successfully connected to the AWS Account.

Perform the following steps to finish turning on Service Cloud Voice in the refreshed sandbox org:

• Go to Setup > Voice > Amazon Setup and verify that Turn on Voice with Amazon Connect is ON and grayed out.
• In the Register Tax Number section, click Confirm Settings.
• Verify that you receive an email from Salesforce confirming Service Cloud Voice is turned on.

• reqConnectedAppId. From the Developer Console, open the ConnectedApplication.obj file and copy the 15- or 18-digit org ID of the newly deployed connected app. Replace the value of reqConnectedAppId in the XML file with the value you just copied.
• reqIdentityUrl. Go to Setup > App Manager. Click Manage next to the newly deployed connected app and copy the IdP-Initiated Login URL. Replace the value of reqIdentityUrl in the XML file with the value you just copied.

• reqRestApiConnectedAppId. From the Developer Console, open the ConnectedApplication.obj file of the newly deployed connected app and copy the reqRestApiConnectedAppId value. Replace the value of reqRestApiConnectedAppId in the XML file with the value you just copied.

1. To find your IdP certificate for single sign-on, select Setup > Apps > Connected Apps > Manage Connected Apps, and open the connected app with the label {salesforce_contact_center_internal_name} Connected App. Write down the label name of the currently chosen certificate.
2. Go to Setup > Identity > Identity Provider and make sure that the current Idp certificate label is the same as that of the connected app certificate label noted down in step 14.a. If the labels do not match, update the single sign-on connected app's certificate to match with the Salesforce Identity Provider certificate.
3. Click Download Metadata on the Salesforce Identity Provider page to download the SAML metadata in XML format.

1. Go to IAM > Identity Providers, and click SalesforceServiceVoiceIdp to drill down to the details.
2. Click Replace Metadata and replace the metadata with the XML file you downloaded in step 14.c.

• For contact center versions below 19.0, set the SALESFORCE_ORG_ID environment variable in the AWS Lambda functions to the org ID of the refreshed sandbox.
  1. Find and copy the 15- or 18-digit org ID.
  2. Go to AWS Lambda.
  3. Click the name of the Lambda function that has the SALESFORCE_ORG_ID environment variable. For example, click InvokeTelephonyIntegrationApiFunction.
  4. Change the value of SALESFORCE_ORG_ID to the org ID you just copied.
  5. Repeat these steps for all Lambda functions - including custom ones - that have the SALESFORCE_ORG_ID environment variable.

     After you change the SALESFORCE_ORG_ID environment variable for each of the impacted Lambda functions. make sure you publish the updated version of the Lambda function and set the Alias to the right version.

• For contact center versions 19.0 or later, set the value of the SALESFORCE_ORG_ID key in the Secret of the contact center.
  1. In Secrets Manager in the AWS console, select the secret for the contact center. The secret is in the format <Contact Center Internal Name>-salesforce-secret.
  2. In the Secret Value section, select Retrieve Secret and click Edit.
  3. Select the Plaintext view, and paste the org ID of the refreshed sandbox as the value for the SALESFORCE_ORG_ID key.
  4. Save your changes.