Does SNOW Voice support multiple phone numbers from an Amazon Connect instance?

meganchacko
Tera Contributor

‎07-23-2025 12:15 PM

I'm integrating ServiceNow Voice with my Amazon Connect instance. In my Amazon Connect instance, I have duplicated my flow multiple times, each attached to a different phone number, so that we can have different phone numbers for different clients to use to call in, but they all call into the same call center system with the same agents.

Does ServiceNow Voice support multiple flows and multiple phone numbers that call into the same call center system? If so, how will metrics be displayed if there are multiple phone numbers?

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wojasso
Giga Guru

‎07-23-2025 03:05 PM

Hi @meganchacko

ServiceNow Voice is essentially a wrapper around your Amazon Connect instance. You can publish as many telephone numbers and contact flows in Amazon Connect as you need – they all end up on the same call centre infrastructure once they are mapped in the ServiceNow Voice configuration.

  • Multiple numbers and flows: Assign additional DIDs to your Amazon Connect instance and attach them to the appropriate contact flow. In the Voice configuration record in ServiceNow you only need to specify the instance ARN; ServiceNow does not limit the number of flows or phone numbers.
  • Routing: Amazon Connect handles the IVR and routing logic. All flows can route to the same agent queue in ServiceNow, or you can define separate queues and routing profiles if you want certain numbers to ring specific agent groups.
  • Metrics: The Voice dashboards and PA metrics aggregate interactions at the call centre and queue level. They do not automatically break down by dialled number. If you need to track metrics per phone number, add a custom contact attribute in Amazon Connect (for example DialedNumber) and map it to a field on the Interaction record using CTI parameter mappings. You can then build reports or Performance Analytics indicators filtered by that field.
  • Licensing: Multiple numbers on the same Amazon Connect instance do not consume additional ServiceNow Voice entitlements; only concurrent agent usage does.

In summary, you can reuse your existing contact centre for multiple numbers without duplicating your integration. Use contact attributes and queue routing if you need to segment metrics for reporting.



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