Salesforce: CTI Adapter and SCC-AC

About five minutes of reading

Voice stays on Connect. The question is which system owns the digital channels and the case.

The CTI Adapter is a managed package plus a serverless application that embeds the CCP in Salesforce. Install it in a sandbox first. Salesforce Contact Center with Amazon Connect goes further: telephony and in-app voice stay native to Connect, and messaging can be either platform's. The org needs Service Cloud Voice, and digital features need Digital Engagement.

Screen pop uses the attributes you stored and the ANI or the customer id. If you transfer to a phone number, Salesforce on the far side will not see those attributes.

• One system of record for the case.
• The serverless app has an IAM role. Review it.
• Sandbox, then production.
• Test outbound click-to-dial. It uses the caller ID rules.

Number on this page: Voice owner Connect. In the SCC-AC description

Picture from this room.

1. Sandbox. Install the package.
2. Pop. On connecting.
3. Case. One owner.
4. Click-to-dial. Test outbound.

What usually goes wrong: Embedding the CCP and also running a second softphone.

Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

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

Embedding the CCP and also running a second softphone.

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

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.