Setting up multiple connections/instances of Amazon Connect

Sarah Barnes · ‎08-09-2023

Hi SNC

I wonder if anyone out there is able to help

We have successfully connected to one of our AWS instances, and can answer calls in ServiceNow etc. However when we tried to set up a new instance - it over rode the 1st instance and those Agents were no longer able to answer calls,

I am not sure if we have missed something, however if anyone has successfully connect ServiceNow to 2 or more Amazon Connect instances and have them working independently - then we would be grateful if you can pass on the knowledge.

Thanks Sarah

Tony Chatfield1 · ‎08-09-2023

Hi, my experience with this type of integration is limited, but the ServiceNow side does allow for multiple 'active' Amazon Connect 'Instances'. What exactly do you mean by 'it over rode the 1st instance' ?
Can you clarify exactly what does\doesn't work and steps being taken to login to the CCP\take calls?

Sarah Barnes · ‎08-10-2023

@Tony Chatfield1 Thanks for replying

Let me speak with the developer as at the moment I think it is a case of 2 instances and the 2nd instance take precedent regardless when signing in.. However will get some clarification

Tony Chatfield1 · ‎08-10-2023

I'm not sure if 2 connections are possible, but if they are I would suspect only 1 would be available for 'sign in' via the SNC softphone popup as the platform would not know which users connected to which amazon connect. Perhaps check outcome if users sign into Amazon CCP directly, and then try using the SNC softphone after signin.

Sarah Barnes · ‎08-16-2023

Thanks @Tony Chatfield1 Not the answer we wanted, however the one we expected 🙂 Appreciate you coming back