Setting up multiple connections/instances of Amazon Connect

Sarah Barnes
Tera Contributor

‎08-09-2023 08:32 AM

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

 

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Muhammad Hamza
Kilo Sage

‎04-16-2025 11:01 AM

Hey @Sarah Barnes,
During Amazon Connect instance setup, ServiceNow allows us to set up OpenFrame configurations:
In the All navigation menu, you can go to OpenFrame > Configuration:

Here in the table[sn_openframe_configuration], you can see that OpenFrame configurations for Amazon Connect:

MuhammadHamza_0-1744825242408.png

You can restrict these to specific groups:

MuhammadHamza_1-1744825553740.png

MuhammadHamza_2-1744825635942.png

In our case, the IT agents were being routed to the HR AWS Connect instance, as we set up this one later on. By restricting these OpenFrame configurations to a specific group, we resolved our issue. So, I hope it fixes your issue or anyone else's.

Source: Integrate ServiceNow Voice with Amazon Connect 

 

Kindly appreciate the efforts of community contributors by marking appropriate response as the correct solution and helpful, this may help other community members to follow the right solution in the future.
Thanks,
Hamza

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