Components installed with Amazon Connect Integration with ServiceNow Voice

Several types of components are installed with installation of the Amazon Connect Integration with Voice application (sn_cti_amzn_cct), including user roles, plugins, and operation handlers.

Note: The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Roles installed

Role title [name] Description Contains roles
Amazon Connect administrator

[sn_cti_amzn_cct.admin]

 Configures the integration with the Amazon Connect instance. sn_cti_core.admin

Plugins installed

Plugin Description
ServiceNow Voice - Core (sn_cti_core) Provides the framework that supports the integration with your third-party phone system.
Openframe (com.sn_openframe) Provides an interface to integrate a communication frame to place and receive calls.

Operation handlers installed

Operation handlers are defined in the ServiceNow instance to run a script based on the intent of the caller and provide response to the caller.

Plugin Description
$connect.kinesis.event Receives and processes the call trace record that is created by Amazon Connect in the Amazon Kinesis stream.
$connect.s3.event Receives and processes JSON events from the S3 buckets where the call recording, transcript and analysis data is created and stored. Associates this information with an interaction and Openframe call log records.
createPhoneLog Creates a PhoneLog for each call transfer and links the Phone Log to the Interaction Related Record