Hello, we have setup an intergration with Amazon Connect using ServiceNow voice. The contact flows are OOB default. No changes have been made to our ServiceNow voice or amazon connect processes.
The inbound call works great, we can call in and the system recognizes our phone number, creates and pops a new interaction record and sets the correct Opened For value.
However, when the agent uses the softphone and calls a number that is in the system for a user, there are 2 issues.
1. It does not set the Opened For field to the user associated with the number called.
2. The interaction is immediately updated to Closed Complete.
Has anyone experienced this issue?
I have searched high and low and I can't find much documentation on what opeartion handlers or script includes run during the outbound call from softphone. I do not see any kind of configuration elements I can update in ServiceNow for OpenFrame, CTI, or Voice for outbound calls. I'm thinking maybe the default Amazon connect outbound contact flow needs to be updated?
Thanks,
David
