CTI integration ServiceNow with Amazon connect

[Karthik Sarma]

Hi,

We are working on integrating ServiceNow with Amazon Connect for a voice setup (CTI integration). However, the client’s security team has restricted downloading Lambda package files from ServiceNow. Can we upload the common developer instance Lambda and Lex bot template package files to integrate with ServiceNow? Will this approach work?

Thanks

[Francesco Gatto]

Hello @Karthik Sarma, I personally haven't tried (yet) but looking at both the lambda and the lex templates, it sounds possible if you just adjust the references within them with the amazon connect instance of the client. Also, in the guided step in ServiceNow there is another template, the "cft.json" to create a stack in CouldFormation, that one contains also references to the specific servicenow isntance, but probably updating the right attributes with the references will make it working.

Let me know if you manage/managed to do it.

Thanks