Servicenow Integration with Amazon Connect -VDI Environment-Split voice

enilvia
Kilo Contributor

‎10-31-2023 10:09 AM

I am implementing Servicenow Integration with Amazon Connect in a VDI Environment. To avoid voice quality issues I would like to know if the Amazon Connect CTI Adapter for ServiceNow supports a "medialess" mode, where it can handle interactions without directly managing media streams like voice or video. So the audio is not handled by the embedded CCP in ServiceNow. This way there is limited traffic in the VDI environment., just call signalling. Has anyone implmented this and how. Would appreciate your feedback

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rogie_mar
Tera Contributor

‎02-28-2024 07:57 AM

Maybe you can check the ccp configuration in the sn_openframe_configuration table of ServiceNow.

By the way, have you tried this issue? 
We have set 60 seconds ACW (After Call Work) in Amazon Connect and tried to see if it will be the next status after a call but it only shows for a second then it goes offline.

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