Provider configuration in Voice

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Provider configuration in Voice

    Provider configurations in ServiceNow Voice define how inbound and outbound call requests from third-party phone system providers are handled within the ServiceNow platform. These configurations specify the components and message transformers that process and transform call-related requests and responses via the CTI Operation endpoint of the CTI API.

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    Provider Components and Message Transformers

    A provider component maps a specific node or element of the third-party phone system to a message transformer within ServiceNow. This mapping ensures that requests and responses are properly transformed and routed.

    A message transformer contains scripted logic that transforms:

    • Incoming requests from the third-party system before they reach the operation handler in ServiceNow (Input Transformer).
    • Outgoing responses from the operation handler before they are sent back to the third-party system (Output Transformer).

    These components and transformers can be managed and viewed in the ServiceNow Voice - Core > Provider Components and Provider Message Transformers modules.

    Integration with Amazon Connect

    For customers integrating ServiceNow Voice with Amazon Connect, a default provider component called AWS Connect Default Handler is included. This integration requires installing the ServiceNow Voice with Amazon Connect application from the ServiceNow Store.

    Key provider components and their message transformers for Amazon Connect include:

    • Get Customer Input: Handled by snawsconnectlexintentprocessorcomponent with the AWS - Lex - Intent - Message Transformer (SN Proxy).
    • Invoke AWS Lambda Function: Handled by snawsconnectlambdaproxycomponent with the AWS - Connect - Lambda - Message Transformer.

    When a call is placed through Amazon Connect, the request is passed to ServiceNow via the CTI API endpoint. Based on the provider and component, the appropriate message transformers are triggered to process and transform the requests and responses accordingly.

    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.