Several contact flows and operation handlers are installed with activation of the ServiceNow
Voice for ITSM application (sn_cti_itsm_cnt).
Contact flows installed
| Contact flow |
Description |
| ServiceNow ITSM Inbound Demo Flow |
Contains the call tree for inbound calls. When a caller contacts the call
center, using the voice or dual-tone multi frequency (DTMF) inputs from caller, the
contact flow is invoked in the Amazon Connect instance based on the
caller context. This contact flow contains nodes that act as integration points
between Amazon services and the ServiceNow instance. Based on
the nodes defined in the contact flow, the corresponding operation handlers are
triggered in the ServiceNow instance. The caller then gets the
response that is defined in the operation handler. |
| ServiceNow ITSM Outbound Demo Flow |
Contains the call tree for outbound calls. It specifies the whisper message
that a caller hears before getting connecting to an agent. |
| include rtt |
|
| awa routing |
|
Operation handlers installed
| Operation handler |
Description |
| sn_FallbackIntent |
Captures the user input |
| manageIncident |
Manages an existing incident |
| unlockAccount |
Unlocks a user account |
| announcements |
Makes announcement for a caller |
| manageIncident.DialogCodeHook |
Initializes the Amazon Connect instance and validates incoming calls |
| createIncident |
Creates an incident |
| createITSMInteraction |
Creates an interaction |
| fetchITSMInteraction |
Fetches the details of an interaction |