0
5.3.0
Australia, Zurich, Yokohama, Xanadu Patch 3, Xanadu
Integration
ServiceNow Voice for Amazon Connect integrates with ServiceNow Configurable Workspace, Interaction Management, Interaction Controls Component (a softphone UI embedded in the Interaction Page), and Real-time Transcription, enabling agents to manage voice interactions without leaving the workspace.
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Key features include:
- Step-by-step instructions and templates for integrating with Amazon Connect
- New Outbound Flow templates to manage outbound calls
- Transcription, Recording, and Customer Sentiment Analysis displayed in the workspace
- Support for phone channel analytics using AWA work items and Workforce Optimization
- Amazon Connect integrated with ServiceNow native voice controls on the interaction page
- Screen pops
- Extensible support for Data Dips
- Integrated Amazon Connect with ServiceNow native voice controls on the interaction page
- Real-time Transcription
New in the release:
- SAML 2.0 SSO with third-party identity providers — Agents can now sign in to Amazon Connect via SAML 2.0 SSO using third-party IdPs such as Okta or Ping Federate
Fixed in the release:
- More reliable call recordings — Voice recording playback and recording links in phone logs are now consistent across deployment environments.
- Smoother transfer experience — Real-time text messages and the Inbox alert card (with Interaction Call Controls) behave correctly during agent-to-agent transfers.
- Improved agent setup and device selection — Device Settings reliably lists available audio devices, and the AWA Routing toggle stays in sync with the setup guide.
- Dependencies
- OpenFrame (com.sn_openframe)
- ServiceNow Voice (sn_cti_core)
- Subscription to Amazon Web Services.
- Node.js 22.x. - if you are upgrading from a previous release, you must upgrade your existing deployment of Lambda function running on Node.js 10.x, 14.x, or 18.x and point it to Node.js 22.x. For more information see, https://aws.amazon.com/blogs/compute/node-js-22-runtime-now-available-in-aws-lambda/.
- Lex V2