Using Interaction Controls Component (ICC) call controls with Amazon Connect

  • Release version: Zurich
  • Updated October 1, 2025
  • 3 minutes to read
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    Summary of Using Interaction Controls Component (ICC) call controls with Amazon Connect

    ServiceNow customers can enhance agent productivity by integrating Amazon Connect voice controls directly within the Customer Service Management (CSM) Configurable Workspace using the Interaction Controls Component (ICC). This integration enables agents to manage phone interactions such as answering, holding, transferring, muting, and ending calls without leaving their Workspace, reducing context switching and streamlining call management.

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    The integration supports real-time synchronization of agent presence and call statuses between ServiceNow and Amazon Connect, ensuring agents’ availability and call states are always accurately reflected.

    Key Features

    • Call Controls: Agents can perform call actions like answer, hold, transfer (consult or blind), mute, and end calls directly within their ServiceNow Workspace.
    • Real-Time Agent Presence Updates: Agent status changes in Amazon Connect automatically update in real-time within the Workspace and vice versa, maintaining accurate availability information.
    • Phone Directory Access: Agents can search the phone directory to make outbound calls or to find internal agents for call transfers during active calls.
    • Inbound Call Handling: Agents receive calls via an inbox Alert Card where they can accept or reject calls. Missed calls update the agent’s status accordingly.
    • After Call Work (ACW): After hanging up, agents enter ACW to complete follow-up tasks. Administrators can configure ACW duration, including setting it to zero for immediate availability.
    • Outbound Calls: Agents can initiate outbound calls using the keypad, phone directory, or click-to-call functionality, which creates an Interaction record visible in the Workspace.
    • Call Transfers: Transfers to other agents or queues are facilitated via a searchable target list, enabling consult or blind transfers with call continuation options.

    How It Works in Practice

    • Agents log in to Amazon Connect within the Workspace and set their status to ‘Available’ to receive inbound calls.
    • Status changes made by supervisors or system events synchronize instantly, ensuring visibility of agent availability.
    • During calls, agents can access the phone keypad and directory to manage calls efficiently.
    • After call completion, agents perform necessary documentation or follow-up during ACW before returning to Available status.

    Implementation

    To enable this integration, ServiceNow customers must complete the steps outlined in the Amazon Connect guided setup, particularly the Enable Interaction Controls section. Proper configuration ensures bi-directional status synchronization and seamless call control functionality within the Workspace.

    Agents can access the Active call controls directly from their CSM Configurable Workspace to manage phone interactions. This reduces context switching, improves productivity with Amazon Connect.

    Amazon Connect for voice calls overview

    Amazon Connect integration with ICC provides voice controls enabling agents to handle phone interactions without leaving their Workspace. Call features include actions such as answering, holding, transferring, muting, ending, and accessing the phone directory. Real-time synchronization of agent presence, compliance, and support for various call management features are key achievements of this integration.

    To use this feature, complete the steps in the Enable Interaction Controls section of the Amazon Connect guided setup for configuring the components. See Integrate ServiceNow Voice with Amazon Connect

    Key Features and Benefits of the Amazon Connect integration

    Call controls:
    Agents can answer, hold, transfer, mute, and end calls directly within their ServiceNow Workspace.
    Real-time agent presence updates:
    Agent status in Amazon Connect, is automatically updated in real-time based on Workspace status change. Amazon Connect status change by system or supervisor reflects in real-time in the agent Workspace.
    Access to the phone directory for dialing calls:
    Agents can use the phone directory to search for customers to make outbound calls. They can also use it on an active call to search for internal agents to transfer customer calls via Consult or Blind transfer.

    An agent performs the following key actions within their Workspace:

    Log in to Amazon Connect

    Log in to Amazon Connect and set your status to 'Available', within your Workspace. You’re now available and ready to receive inbound customer calls.

    State presence

    Your presence status synchronizes with Amazon Connect. Any change in your status due to system events or supervisor actions is reflected in real-time within your inbox verifying that your availability is updated.
    Note:
    Presence states values configured must match between ServiceNow and Amazon Connect to ensure bi-directional synchronization.

    Receiving and accepting inbound calls

    Use the inbox Alert Card to accept or reject calls. Manage calls via actions such as hold, transfer, mute, or access the transfer target list to transfer calls to other agents or queues. If you’re away from your Workspace, the alert times out and sets you in the 'Missed call' status. Change your status back to 'Available' to continue receiving calls. Additionally, you can open or close the phone keypad during an active call.

    After Call Work (ACW)

    After Call Work (ACW) refers to the tasks agents complete after finishing a call. It can include documenting the conversation details, updating customer records, or following up on unresolved issues. When you hang up a call, Amazon will put the agent state into ACW. The Agent must change their status from ACW to Available to start getting new calls. To enable the agent to go immediately into the Available state after disconnecting a call, the Amazon Connect admin can set ACW to zero.

    Initiating outbound calls

    Make outbound calls by using the keypad, phone directory, or click-to-call. An outbound call creates an Interaction record that displays in the agent’s Workspace displaying the call details.

    Transferring a call to an agent or queue

    Access the transfer target list with the Active call window to transfer calls to other agents or queues by searching for an agent or queue. Select the contact and begin transferring the call to other agents via Consult or Blind transfer.

    When the second agent accepts the call, the first agent can either end the call or continue to stay in the call. If the first agent ends the call after transferring it to the second agent, the call Interaction is ready for wrap-up.