--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Amazon Connect for voice calls via ICC # Use Interaction Controls Component (ICC) call controls with Amazon Connect {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Use Interaction Controls Component (ICC) call controls with Amazon Connect ServiceNow customers using Amazon Connect can enhance agent productivity by managing voice calls directly within the Customer Service Management (CSM) Configurable Workspace using the Interaction Controls Component (ICC). This integration eliminates the need for agents to switch contexts by providing key call controls such as answering, holding, transferring, muting, and ending calls right from their workspace. Show full answer Show less The ICC integration also ensures real-time synchronization of agent presence and call status between ServiceNow and Amazon Connect, enabling seamless call management and status updates. ## Key Features * **Call Controls:** Agents can perform essential call actions---answer, hold, transfer (consult or blind), mute, and end calls---without leaving the workspace. * **Real-time Agent Presence Updates:** Agent availability status automatically syncs between Amazon Connect and ServiceNow, reflecting changes instantly. * **Phone Directory Access:** Agents can search for customers to initiate outbound calls and find internal agents or queues to transfer active calls efficiently. * **Device Settings:** Agents can configure call device preferences (softphone or desk phone) and adjust audio settings directly from the OpenFrame call window. ## Agent Call Management Workflow * **Login and Status:** Agents log into Amazon Connect within ServiceNow Workspace and set their status to Available to receive calls. Presence states must be synchronized between the systems for accurate status updates. * **Inbound Calls:** Calls alert agents via an inbox Alert Card, allowing acceptance or rejection. If ignored, calls time out and set the agent to Missed call status. * **After Call Work (ACW):** Upon call completion, agents enter ACW state to finish post-call tasks. Administrators can configure ACW duration to zero for immediate availability after calls. * **Outbound Calls:** Agents can initiate calls using the keypad, phone directory, or select-to-call features. Outbound calls generate Interaction records visible in the Workspace. * **Call Transfers:** Agents can transfer calls to other agents or queues by searching in the transfer target list. Transfers can be consultative or blind, and the initiating agent may remain on the call or end it once the transfer is complete. ## Practical Benefits for ServiceNow Customers This integration streamlines call handling by embedding powerful Amazon Connect voice controls within ServiceNow Workspace, reducing agent effort and improving response times. Real-time presence synchronization ensures accurate status visibility across platforms. Access to the phone directory and flexible device settings further empower agents to manage calls efficiently without leaving their primary workspace. Agents can access the Active call controls directly from their CSM Configurable Workspace to manage phone interactions. This reduces context switching and improves productivity with Amazon Connect. ## Amazon Connect for voice calls overview {#amazon-connect-for-voice-calls__icc-amazon-connect-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, conformance, 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](https://www.servicenow.com/docs/access?context=integrate-ccc-amazonconnect&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) ## Key Features for Amazon Connect integration {#amazon-connect-for-voice-calls__section_kh1_4s1_13c} Call controls : Agents can answer, hold, transfer, mute, and end calls directly within their ServiceNow Workspace. Real-time agent presence updates : Agent status is automatically updated in real-time based on the Amazon Connect status change. 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. Device settings : Agents can access the Device settings option from the drop-down list in the OpenFrame call window to choose the Phone type and change their audio device settings. An agent performs the following key actions within their Workspace: ## Log in to Amazon Connect {#amazon-connect-for-voice-calls__log-in-to-amazon-connect} Log in to Amazon Connect and set your status to Available within your Workspace. Your presence status updates in real time based on your Amazon Connect status change. You're now available and ready to receive inbound customer calls. ## State presence {#amazon-connect-for-voice-calls__state-presence} Your presence status synchronizes with Amazon Connect. Any changes in your status due to system events or supervisor actions are reflected in real-time within your inbox ensuring your availability is updated. Note: Presence states values must match between ServiceNow and Amazon Connect to enable bidirectional synchronization. ## Receiving and accepting inbound calls {#amazon-connect-for-voice-calls__receiving-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) {#amazon-connect-for-voice-calls__after-call-work} 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, the agent is put the ACW state. The Agent is required to 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 {#amazon-connect-for-voice-calls__outbound-calls} Make outbound calls by using the keypad, phone directory, or select-to-call. You can also use letters corresponding to the numbers in the keypad to make outbound calls. 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 {#amazon-connect-for-voice-calls__call-transfer-to-agent-or-queue} Access the transfer target list in the Active call window to transfer calls to other agents or queues by searching for an agent or queue. Select thThank you!e contact and begin the call transfer 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. ## Device settings {#amazon-connect-for-voice-calls__device-settings} Agents can select the ellipsis icon in the OpenFrame call window and select the Device settings option to display the Amazon Connect - Device settings window. * Select the Phone type as Softphone and change the audio device settings as required. * Select the Phone type as Desk phone and enter a valid phone number to use the desk or mobile phone. {#amazon-connect-for-voice-calls__ul_ktc_5nb_2jc}