Hi Buddy!
It does sound like you’re running into two separate but fairly common issues, especially in a dev / lab setup.
For the CCP not loading inside the Voice widget:
What you’re describing really points to an iframe + authentication problem. When ServiceNow loads the Amazon Connect CCP inside the widget, it’s embedded, and that authentication flow behaves differently than when CCP opens in a full browser tab. That explains why it works if you first log into Amazon Connect directly and then open ServiceNow in the same session.
In most cases this comes down to one (or more) of these:
The ServiceNow instance URL not being fully allowed as an approved origin / iframe origin in Amazon Connect.
Browser restrictions around third-party cookies. Modern browsers are much stricter here, and embedded SSO flows often fail silently. Temporarily allowing third-party cookies is a good test.
CSP or iframe restrictions — if you check the browser console while the widget loads, you’ll often see a warning that explains why the iframe was blocked.
Since it works once you already have an authenticated session, that’s another strong sign it’s session/cookie related rather than a basic configuration issue.
For calls not creating Interactions in ServiceNow:
If Kinesis is receiving data, that’s a good sign — it means Amazon Connect is doing its part. At that point the problem is almost always on the ServiceNow side, either in processing or dependencies.
The reference you found to sn_ext_agent_mapping is interesting and potentially relevant. That table is tied to the External Agent / CCaaS mapping layer, and some parts of the Voice integration do expect those components to exist. In Developer instances, certain store apps or plugins aren’t always available, even though the setup wizard completes successfully. That can lead to exactly what you’re seeing: data arrives, but nothing gets fully processed into Interactions.
A couple of things I’d suggest:
Double-check whether all Voice / Amazon Connect related plugins and store apps are actually installed and active in your dev instance.
Look for logs specifically under the Voice or Amazon Connect application scope, not just generic system logs.
Confirm that your dev instance supports the full Voice + Amazon Connect feature set — some limitations only show up after the wizard “succeeds.”
Big picture:
Issue #1 is almost certainly iframe authentication / cookie behavior.
Issue #2 smells like a missing dependency or limitation in the ServiceNow Developer instance rather than a misconfiguration in Amazon Connect.
If you can share whether you’re seeing CSP or cookie errors in the browser console, and whether your dev instance allows installing the External Agent-related components, that should help narrow it down quickly.
@MattH6769732054 - Please mark Solution Accepted and Thumbs Up if you find Helpful!
