Provider configuration in Voice

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Provider Configuration in Voice Extend ServiceNow AI Platform

    Provider configuration in ServiceNow Voice is essential for managing inbound and outbound calls with third-party phone systems. It establishes settings that define how requests are processed and transformed between the phone system and ServiceNow. This configuration is accessed throughServiceNow Voice - Core > Provider Configurations.

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    Key Features

    • Provider Component: Each configuration includes provider components that map to message transformers for specific nodes in the third-party system. View these components in ServiceNow Voice - Core > Provider Components.
    • Message Transformers: These scripts transform requests and responses between the third-party system and ServiceNow. Input Transformers modify incoming requests, while Output Transformers adjust outgoing responses. Access these transformers via ServiceNow Voice - Core > Provider Message Transformers.
    • Integration with Amazon Connect: The integration includes a default handler (AWS Connect Default Handler) for seamless connectivity. Additional components and message transformers are available for specific tasks, such as processing customer input and invoking AWS Lambda functions.

    Key Outcomes

    By configuring provider settings, ServiceNow customers can effectively manage communications with third-party phone systems, ensuring that data is accurately transformed and processed. This integration enhances operational efficiency and customer interaction through streamlined call handling and response management.

    For both inbound and outbound calls, a provider configuration contains settings about the involved components and message transformers for a specific third-party phone system provider. Any request from that phone system provider is handled within ServiceNow based on these settings.

    To view the available provider configurations, navigate to ServiceNow Voice - Core > Provider Configurations.

    Any request from a third-party phone system is passed into a ServiceNow instance through the CTI Operation endpoint of the CTI API. For information about this API, see CTI API. Based on the provider and the component specified in the endpoint, the corresponding message transformers are invoked to perform the following:
    • Transform the request from the third-party phone system before passing the request to an operation handler.
    • Transform the response from the operation handler before passing it on to the third-party phone system.

    Provider component

    For each component or node available in the third-party phone system, a provider configuration contains a provider component. It contains a mapping between the component and a message transformer.

    To view the available provider components, navigate to ServiceNow Voice - Core > Provider Components.

    Message transformer

    A message transformer defines how a request and response can be transformed between a third-party phone system and the ServiceNow instance.
    • The Input Transformer field has a script that defines how a request from a third-party phone system should be transformed within the ServiceNow instance before passing the request to an operation handler.
    • The Output Transformer field has a script that defines how the response from the operation handler should be transformed before passing it on to the third-party phone system.

    To view the available message transformers, navigate to ServiceNow Voice - Core > Provider Message Transformers.

    Provider configuration for the integration of Voice with Amazon Connect

    For the ServiceNow Voice integration with the ServiceNow Voice with Amazon Connect application, the AWS Connect Default Handler provider component is available by default.
    Note:
    The ServiceNow Voice with Amazon Connect integration with ServiceNow application [sn_cti_amzn_cct] must be installed from the ServiceNow® Store. For information on installing this application, see Install ServiceNow Voice applications.
    For each node that can be used an integration point between Amazon services and the ServiceNow instance, the following provider components and the corresponding message transformers are available.
    Table 1. Provider components and message transformers
    Node Provider component Message transformer
    Get Customer Input sn_aws_connect_lex_intent_processor_component AWS - Lex - Intent - Message Transformer (SN Proxy)
    Invoke AWS Lambda Function sn_aws_connect_lambda_proxy_component AWS - Connect - Lambda - Message Transformer
    When a customer dials using a phone number, a call is placed through the Amazon Connect 's phone system. Using one of its components, Amazon Connect provides the request to the ServiceNow instance through the CTI Operation endpoint of the CTI API. For information about this API, see CTI API. Based on the provider and the component specified here, the corresponding message transformers are invoked to perform the following:
    • Transform the request from Amazon Connect before passing the request to an operation handler.
    • Transform the response from the operation handler before passing it on to Amazon Connect.