Provider configuration in Voice

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Provider Configuration in Voice

    The provider configuration in ServiceNow Voice enables the integration of third-party phone systems for managing inbound and outbound calls. It specifies settings and message transformers essential for processing requests from these systems using the CTI API.

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    Key Features

    • Provider Configurations: Access available configurations by navigating to ServiceNow Voice - Core > Provider Configurations.
    • CTI Operation Endpoint: Handles requests from third-party phone systems, enabling effective communication with ServiceNow.
    • Provider Components: Each configuration includes provider components that map to message transformers, viewable under ServiceNow Voice - Core > Provider Components.
    • Message Transformers: Define how requests and responses are transformed between the third-party system and ServiceNow. Navigate to ServiceNow Voice - Core > Provider Message Transformers to view available transformers.

    Key Outcomes

    With the proper provider configuration, ServiceNow customers can expect seamless interaction between their ServiceNow instance and third-party phone systems, ensuring efficient handling of customer requests and responses. This integration is crucial for optimizing communication processes within their organizations.

    For integrations with Amazon Connect, the default handler component is available, requiring installation of the ServiceNow Voice with Amazon Connect application from the ServiceNow® Store. This integration facilitates call handling through Amazon services effectively.

    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.