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Salesforce Contact Center with Amazon Connect Package

1.5.1 September 2025​

  • Bug fix: Updated CCP SoftPhone Config used in SCC-AC CCP initialization to disable storing parameters in local storage

1.5.0 September 2025​

  • Feature: Automated logging of Call Control (Contact Control Panel) initialization and Agent logs to your configured AWS S3 bucket for enhanced monitoring and troubleshooting. Configure Observability Logging

1.4.3 August 2025​

  • Enhancement: Caching enhancements and enhanced retry strategy for Salesforce API calls to improve SCC-AC loading times and reduce agent wait times.
  • Bug fix: Improved event handling for missed contact states which will reduce agents being impacted by missed chats.

1.4.2 July 2025​

  • Enhancement: Re-initialize CCP for two additional conditions: 1) when SCC-AC is initially loaded and, 2) when Salesforce omniChannelStatusChanged event is received by SCC-AC.

1.4.1 July 2025​

  • Feature: Pre-agent joined messages of custom participants (3rd party bot) are delivered to agent. Integrate custom participants to chat flow
  • Enhancement: Re-drive end customer message delivery to agent after they experience a network issue. Agent should be able to receive messages sent by customer during the network disconnect when they have re-established connection.
  • Enhancement: Lambda Layer: Resource Version - 1.3.0: Lambda layer enhancement to reduce cold start time.
  • Enhancement: Message Session Routing: Backfill missing PendingServiceRouting item during agent work creation.
  • Enhancement: Message Idempotency: Apply Salesforce message event id as client token of SendMessage request for idempotency support.
  • Enhancement: Scope down chat event handler to reduce unrelated console logs.
  • Enhancement: Scope down agent work event handler to reduce unrelated console logs.
  • Bug fix: End message session when contact ended with error.
  • Bug fix: Stop Amazon Connect contact when agent work can’t be created.
  • Bug fix: Close pre-existing conflict agent work of same user on same message session.
  • Bug fix: Filter call center id to handle call center specific contacts in Lambda functions.
  • Bug fix: Resource Version - 1.3.0: Filter call center id to handle call center specific contacts in Lambda functions.
  • Updated version compatibility with new Resource Version 1.3.0

1.3.1 June 2025​

1.3.0 April 2025​

  • Enhancement: Unified Routing: Added custom metadata type “SCCAC Feature” for supporting SOQL query in Case trigger.
    • IMPORTANT: With upgrade, if Unified Routing feature was enabled, it will now be disabled. In order to re-enable, completing Configure Amazon Connect Flow will re-enable Unified Routing feature.
  • Enhancement: Unified Routing for Salesforce cases: addition of cache management for queue and routing configuration SOQL query.
  • New Permission: Unified Routing: Access to "SCCAC Feature" is added to SCC Administrator Placeholder and SCC Agent Placeholder permission sets under Custom Metadata Types. Customer need to apply this permission to agent and admin for Unified Routing feature check.
  • Bug fix: Contact flow automated message/chat bot message not shown to agent.
  • Bug fix: End idle contact when message session is marked as inactive by agent.
  • Bug fix: Resource Version - 1.2.0 : Revamped 3 CTR (Contact Trace Record) fields and deprecated old ones. See field changes on CTR Import Notes.

1.2.0 March 2025​

  • Feature: Extend your contact center to any custom digital channel.
  • Feature: Enhance productivity with a unified agent experience.
  • Feature: Unify end-to-end routing for all channels.
  • Feature: Easier self-service setup.