Amazon Connect
ServiceNow Voice with Amazon Connect combines the power of ServiceNow’s automated workflows with the flexibility of Amazon Connect call center service. Resolve your IT and customer call center issues with higher accuracy and greater speed while improving the productivity of your agents.
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
- ServiceNow Community
- Groups
- Amazon Connect
Options
Browse the Community
Options
Activity in Amazon Connect
Service Operations workspace: Experts on-call names visibility issue
Hi Team,For the Service Operations workspace (SOW), Experts on-call is configured on the contextual side bar. When i log in as admin, i am able to see the on-call person details but other users are not able to see the names when I impersonate as them...
- Question
Amazon Connect not logging into CCP when loading ServiceNow
We're in the process of doing a proof of concept and effort for ServiceNow and Amazon Connect integration for a number of reasons. Both ServiceNow and Amazon Connect are served by the same SSO provider. The issue I'm currently seeing is that Amazon C...
- Question
cloud provisioning and governance turn on aws vm action
I need to setup an action that i can call that can turn on and off aws machine. we currently have a workflow that broken. because the action it was calling no longer work. was told by ServiceNow that i need to set this up via cloud provisioning and...
- Question
Lex v2 template
I have upgraded the ServiceNow Voice with Amazon Connect to the latest version 5.0. But the lex template is still of version 1.0. Has the integration been updated to include lex v2 template?
- Question
Amazon Connect v5.0
Are there release notes or updated product docs beyond just bullet points that show and explain the following new features? I've upgraded to 5.0 and am not seeing any new controls. New in this Release:Integrated Amazon Connect with ServiceNow native...
- Question
Resolved! AmazonConnect連携：AmazonConnect側のContactタブが定期的に開いてしまう
お世話になります。 AmazonConnect連携を設定したのですが、AmazonConnect側にログインした後タブを閉じても定期的にタブが開いてしまいます。頻度を落とす、もしくは一度AmazonConnect側にログインしたら上がってこなくなるような設定はできないでしょうか。よろしくお願いいたします。
- Question
Integrate ServiceNow Voice with Amazon Connect - Cannot perform the operation on the protected role
Hello team, When following the steps outlined here, the CloudFormation template provided by ServiceNow seems to be trying to create or modify the Amazon Connect service-linked role which is causing the deployment to fail. In the stack events, the IA...
- Question
The Call Analytics tab does not work for interaction records of outbound calls.
Hello, everyone. The Call Analytics tab does not work for interaction records of outbound calls.While the Call Analytics tab functions as expected for inbound records, it does not work for outbound records. I performed an outbound call operation from...
- Question
Call Analysis not displaying on Service Operations Workspace, but does using Agent Workspace
We have an Amazon Connect integration, and the call analysis information works fine when using the Agent Workspace view of the interaction, but looking at the same interaction on the Service Operations Workspace gives us a I can see the analysis.js...
- Question
Outbound call handling, Interactions and contact trace records
I am testing outbound call handling and wondering if I have misconfigured the setup or I need to customize the configuration to make this usable for an agent. First question: The only way that I could get click-to-call outbound calling to work is by ...
- Question
- Multiple Versions
Amazon Connect + ServiceNOW
Hello, Facing few issues while setting up Amazon Connect + ServiceNOW instance. 1/ For Amazon Connect and ServiceNOW integration, ServiceNOW integration provides V1 Lex Bot though now AWS has stop creating new V1 Lex bots, and the migration from V1...
- Question
Does SNOW Voice support multiple phone numbers from an Amazon Connect instance?
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...
- Question
ServiceNow Voice and Amazon Connect Integration
I am following the tutorial on ServiceNow that is under the page titled, "Integrate ServiceNow Voice with Amazon Connect"When I get to the stage for creating the Lex bot, I receive an error stating: Bot names are case sensitive. The bot name 'Service...
- Question
AWS connect instance refused connection
Hi Experts , I have followed all the steps to integrate Servicenow voice with amazon connect , but I am getting the following error in AWS connect logs when the call is coming to servicenow . The interaction or incident is not getting created -The se...
- Question
Display Call Wait Time on Service Portal
Is there a way to display the current call center wait time as a widget on Service Portal? Currently using AWS Connect and they would like to proactively display the current wait time on the customer portal.
- Question
Getting started
We want your journey here to be as great as can be, so we have put together some links to help you get quickly familiarized with the Community.
Unanswered questions
| Subject | Author | Posted |
|---|---|---|
| 3 weeks ago | ||
| 04-23-2025 12:01 PM | ||
| 02-24-2025 07:08 AM | ||
| 01-21-2025 07:00 AM | ||
| 06-14-2024 12:12 AM |
