Access to your Amazon Connect instance with permissions to create Lambda
functions, configure contact flows, and manage Identity and Access Management (IAM) roles.
Role required: sn_aia.admin
About this task
Connect your Amazon Connect contact center to a ServiceNow voice assistant using the Public Switched
Telephone Network (PSTN) communication channel. When a call arrives, Amazon Connect
invokes a Lambda function that retrieves a PSTN number from the ServiceNow Call Context API and transfers the call to the
voice assistant. After the voice assistant handles the interaction, the Lambda
function retrieves the interaction context and routes the call to a queue or ends
the call.
Procedure
Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
Find the voice assistant that you want to connect to Amazon Connect and select
Edit.
Select Communication channels from the guided setup
navigation.
In the Provider application field, select the provider
application to deploy the voice assistant to.
Select the Telephony provider tab.
From the Select communication channels dropdown, select
Public Switched Telephone Network (PSTN).
From the CCaaS provider dropdown, select Amazon
Connect.
The following read-only fields are generated in the Call context
service section. Copy and save these values — you will need
them to configure the integration on the Amazon Connect side.
Table 1. Amazon Connect configuration fields
Field
Description
Transfer method
Read-only. Set to BYE for Amazon
Connect.
Call context API
Read-only. The URL that Amazon Connect uses to send call
context data to the voice assistant. Copy this value for use
as the call_context_api_path and
voice_service_host_name Lambda
environment variables.
Client ID
Read-only. Generated client ID for OAuth2
authentication. Copy this value for use in the AWS
Parameter Store setup.
Client Secret
Read-only. Generated client secret for OAuth2
authentication. Copy this value for use in the AWS
Parameter Store setup.
KB doc
Reference information for configuring the PSTN
connection between Amazon Connect and the ServiceNow voice assistant. See
KB3027295 for more
information.
Also note the voice service sys_id, which you can find in
the URL when viewing the voice service record. You will need this value in
the Amazon Connect configuration steps.
Enable context data persistence for the voice service.
Navigate to sys_now_assist_deployment_config_attributes.list.
Filter the list to find the configuration attribute records for your
voice service.
Locate the attribute named persist_context_data and
change its value from false to
true.
This setting allows the Lambda function to retrieve interaction
context data from ServiceNow after the voice
assistant completes the call.
In your AWS account, create the Lambda function that connects Amazon Connect to
the voice assistant.
From the AWS console, create a new Lambda function.
In the Lambda function code editor, replace the default handler code
with the Lambda function code.
Set the following environment variables on the Lambda function.
Table 2. Lambda environment variables
Variable
Value
call_context_api_path
The path portion of the ServiceNow call context
URL — the part of the URL after
.com.
now_instance_host_name
The ServiceNow instance
URL.
now_instance_name
The name of your ServiceNow
instance.
ssm_oauth_path
The AWS Parameter Store path for OAuth
credentials. Set after completing the Parameter
Store setup in the following steps.
voice_service_host_name
The hostname from the ServiceNow call context
URL.
Grant your Amazon Connect instance permission to invoke the Lambda
function.
In the Amazon Connect console, navigate to your instance, select
Flows, and under AWS
Lambda, add the Lambda function with the Invoke Lambda
use case. Confirm the policy was added in the Lambda console under
Configuration > Permissions.
Replace the Lambda execution role permissions policy with the Identity
and Access Management (IAM) policy.
In the Lambda console, navigate to Configuration > Permissions > Execution Role and replace the existing permissions policy. Replace
<region>,
<account-id>, and
<lambda-function-name> with your
values.
Create a CloudWatch log group for the Lambda function.
In the AWS console, navigate to CloudWatch > Log Management. If no log group exists for your Lambda function, create
one named /aws/lambda/<your_Lambda_name>.
Create the OAuth credentials in AWS Parameter Store.
From the AWS console, navigate to Parameter Store and create the
following parameters using SecureString as
the type.
In the Amazon Connect console, navigate to Routing > Flows, select Create flow, then use
the import option. Replace all placeholder values with your own before
importing.
In the first AWS Lambda function block of the contact flow, set the
function ARN to the Lambda you created and set the
voice_service_id input parameter to the
sys_id of the voice service.
In the second AWS Lambda function block, set the function ARN to the
same Lambda function.
Save and publish the contact flow.
Note:
When Amazon Connect transfers the call to ServiceNow, the contact flow must pass
the original caller's phone number as the caller ID. Verify that
your contact flow is configured to preserve the original caller ID
during the transfer, not the Amazon Connect transfer
number.
Associate a phone number with the contact flow.
In the Amazon Connect service dashboard, navigate to
Channels > Phone numbers.
Claim a new number or select an existing number to associate with the
contact flow.
Associating a phone number with the contact flow enables incoming
calls to be routed through the voice assistant.
Result
Amazon Connect is connected to your ServiceNow voice
assistant. Incoming calls routed through Amazon Connect are handled by the AI voice
agent, which responds with a greeting and processes the caller's requests. When
call handling is complete, the contact flow routes the caller to a queue or ends the
call.
What to do next
Test the integration by placing a call through your Amazon Connect phone number and
verifying that the voice assistant responds correctly. Review the CloudWatch logs
for the Lambda function to troubleshoot any connection issues.