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Salesforce starts as a CCP embed in a sandbox — Ecosystem

Glossary

Salesforce CTI Adapter A managed package plus a serverless app that embeds the CCP in Salesforce.
SCC-AC Salesforce Contact Center with Amazon Connect. Voice stays on Connect. Messaging can be Connect or Salesforce.
ServiceNow Voice The ServiceNow integration that imports flows, maps queues to Advanced Work Assignment, and can attach AI voice agents.
Teams chat bridge A published pattern: a Teams app, Azure Bot Service, API Gateway, Lambda, and StartChatContact. It is chat, not a phone trunk.

Mind map

Open the Integrations mind map

Sister technologies

The CRM, the PBX, and the chat client each own a different seam. Mixing them up builds a transfer that pops the wrong record.

Config and troubleshooting

Installing the package in the production org on the first try.

Salesforce and ServiceNow do not receive contact attributes unless you write them and call out. The association is what lets the flow invoke the function that sets the customer id.

IntegrationAssociation Lambda functions

CloudFormation study snippet

Resources:
  PopAssociation:
    Type: AWS::Connect::IntegrationAssociation
    Properties:
      InstanceId: !GetAtt CampusInstance.Id
      IntegrationType: LAMBDA_FUNCTION
      IntegrationArn: !GetAtt ScreenPop.Arn

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer AWS docs. last checked 2026-10
GitHub - amazon-connect/amazon-connect-salesforce-cti: Documentation for Amazon Connect CTI Adapter for Salesforce. · GitHub community. last checked 2026-10

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