Use Interaction Controls Component (ICC) call controls with Amazon Connect
Summarize
Summary of Use Interaction Controls Component (ICC) call controls with Amazon Connect
ServiceNow customers using Amazon Connect can leverage the Interaction Controls Component (ICC) call controls within their Customer Service Management (CSM) Configurable Workspace. This integration allows agents to manage voice call interactions seamlessly without leaving their Workspace, enhancing productivity by reducing context switching. Key functionalities include answering, holding, transferring, muting, ending calls, and accessing the phone directory, with real-time synchronization of agent presence and call status.
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Key Features
- Call Controls: Agents can perform essential call actions—answer, hold, transfer (consult or blind), mute, and end calls—directly in their ServiceNow Workspace.
- Real-time Agent Presence Updates: Agent status in ServiceNow automatically updates to reflect changes in Amazon Connect status, ensuring synchronized presence and availability.
- Phone Directory Access: Agents can search for customers to initiate outbound calls or locate internal agents and queues for call transfers during active calls.
- Device Settings: From the OpenFrame call window, agents can select their phone type (Softphone or Desk phone) and configure audio devices or enter phone numbers for desk/mobile phones.
Practical Use and Workflow
- Logging In and Setting Availability: Agents log into Amazon Connect within their Workspace and set their status to Available, allowing them to receive inbound calls with presence status synchronized in real time.
- Receiving Inbound Calls: Incoming calls appear as alert cards in the inbox, enabling agents to accept or reject calls. Calls can be managed with hold, mute, transfer, and keypad controls. Missed calls occur if the agent does not respond in time.
- After Call Work (ACW): Upon hanging up, agents enter an ACW state to complete call-related tasks such as documenting or updating records. Agents must manually change status back to Available unless ACW duration is set to zero by administrators for immediate availability.
- Making Outbound Calls: Agents initiate outbound calls using the keypad, phone directory, or select-to-call features. Each outbound call creates an Interaction record visible in the Workspace.
- Transferring Calls: Calls can be transferred to other agents or queues by searching the transfer target list. Transfers can be consultative or blind, and agents have the option to remain on the call or end it after transfer.
Configuration Highlights
To enable these capabilities, customers must complete the setup steps found in the Amazon Connect guided setup, specifically enabling Interaction Controls. Proper configuration ensures synchronized presence states and functionality of ICC call controls within the ServiceNow 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 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
Key Features for 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 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
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
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, 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
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
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
- 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.