Provider configuration in Voice

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Provider configuration in Voice

    Provider configuration in ServiceNow Voice enables integration with third-party phone system providers for both inbound and outbound calls. It manages settings for components and message transformers specific to each provider, ensuring requests from these external phone systems are correctly processed within ServiceNow.

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    Requests from third-party phone systems are received through the CTI Operation endpoint of the CTI API, which then invokes message transformers based on the provider and component specified. These transformers convert requests and responses between the external phone system format and ServiceNow’s internal format.

    Key Features

    • Provider Components: Represent individual nodes or components in the third-party phone system. Each component maps to a specific message transformer that handles transformation logic.
    • Message Transformers: Contain scripted input and output transformers:
      • Input Transformer: Scripts to transform incoming requests from the third-party system before they reach ServiceNow operation handlers.
      • Output Transformer: Scripts to transform responses from ServiceNow before sending them back to the third-party system.
    • Provider Configuration Management: Available provider configurations, components, and message transformers can be viewed and managed through the ServiceNow Voice - Core application menus.

    Provider Configuration for Amazon Connect Integration

    ServiceNow Voice includes default provider components and message transformers specifically for integrating with Amazon Connect, available after installing the ServiceNow Voice with Amazon Connect application from the ServiceNow Store.

    • AWS Connect Default Handler: Preconfigured provider component for integration.
    • Provider components such as Get Customer Input and Invoke AWS Lambda Function correspond to nodes in Amazon services and use specific message transformers to process requests and responses.

    When a call is placed through Amazon Connect, requests are routed to ServiceNow via the CTI API’s CTI Operation endpoint, invoking the appropriate message transformers to handle data transformation seamlessly between Amazon Connect and ServiceNow.

    Practical Benefits for ServiceNow Customers

    • Ensures smooth integration and communication between ServiceNow and third-party telephony providers.
    • Allows customization of message transformation logic through scripting, enabling adaptation to provider-specific formats.
    • Supports complex integrations like Amazon Connect out-of-the-box, reducing setup time and complexity.
    • Centralized management of provider configurations, components, and transformers enhances maintainability and scalability of telephony integrations.

    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.