I've been reviewing this issue for quite some time .Some of our CCP user's randomly get signed out of their softphones within the service now integration. During a full day this can happen 2-3 times per user.I reviewed the logs and there is a INFO l...
When our call center reps are working in ServiceNow and a call comes in via Amazon Connect with Voice the pop up softphone and interaction screen is taking over their existing screen and any open records they were working and they lose their existing...
Are there plans to support Amazon Connect Global Resiliency? It would help to reduce the risk of call center failure due to the AWS region hosting Connect going down if we had the ability to support two Connect instances in a DR configuration.
When our agents are waiting for phone calls to come in, they’re often working on other areas, thus have multiple windows open. Then when a call comes in and an interaction record is generated, their secondary case window (with unfinished work) gets r...
Some of our agents are complaining that they are getting softphone errors since last week. The error occurs when trying to end a call or the call is dropped. We just upgraded to Tokyo patch 2A and the errors started three days after - so possibly ju...
Hi, Experts. Amazon Connect and ServiceNow AWA are being integrated.I would like to use the routing of the agent to AWA of ServiceNow entirely, not Amazon Connect. As shown in the figure below, we created two Skill groups in the "Consumer Service Sup...
We're currently using the ServiceNow Voice with Amazon Connect. When we implemented the chat functionality, we're able to converse between the agent and customer. The chat is stored on the S3 bucket and I can find/download the JSON file for this. Whe...
Hi Experts, Please help me understand how the Operation Handler works and what are the steps that are required to setup Amazon Connect integration. Thanks, Akriti
Currently trying to integrate with AWS EC2 web service using REST APIs. I have everything working in 'Postman' but when I try to implement the same headers(Authentication) within ServiceNow, I end up with 401 error. Below is the code which I am using...
