Track
Integrations
The CRM, the PBX, and the chat client each own a different seam. Mixing them up builds a transfer that pops the wrong record.
6 rooms. Open one, then use its quiz.
Salesforce: CTI Adapter and SCC-AC
Voice stays on Connect. The question is which system owns the digital channels and the case.
ServiceNow Voice
ServiceNow can own assignment while Connect owns the conversation, if you map the queues on purpose.
Teams is a chat client in the published pattern
The AWS blog's Teams integration is not a SIP trunk into Teams Phone.
CUCM and Webex beside Connect
There is no AWS-managed CUCM CTI adapter in the docs this campus cites. The seam is the phone number.
Salesforce starts as a CCP embed in a sandbox
The admin guide's Salesforce page is a Contact Control Panel inside Salesforce, installed in a sandbox first.
Twilio Flex is a different product, documented on its own site
This lab did not open an AWS page that names Twilio as an Amazon Connect connector.
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. ยท GitHub community. last checked 2026-10
- Salesforce - Wikipedia Wikipedia. last checked 2026-10
- Docs | ServiceNow community. last checked 2026-10
- ServiceNow - Wikipedia Wikipedia. last checked 2026-10
- Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center AWS docs. last checked 2026-10
- Call centre - Wikipedia Wikipedia. last checked 2026-10
- Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer AWS docs. last checked 2026-10
- The voice channel in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
- RFC 3261: SIP: Session Initiation Protocol | RFC Editor RFC. last checked 2026-10
- Session Initiation Protocol - Wikipedia Wikipedia. last checked 2026-10
- confirm Cisco Unified Communications Manager. Wikipedia. last checked 2026-10. Opened 2026-10. HTTP 404.
- Integrate Flex with Salesforce community. last checked 2026-10
- Call Transfer via SIP REFER community. last checked 2026-10
sources.json (int-sf) sources.json (int-sn) sources.json (int-teams) sources.json (int-cucm) sources.json (crm-sf) sources.json (cpaas-twilio)