---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Integrate Advanced Work Assignment AWA Voice routing

# Integrate Advanced Work Assignment
AWA
Voice routing {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Provide customers the ability to use AWA as the routing engine for ServiceNow
Voice on Amazon Connect.

## Vorbereitungen

ServiceNow Voice for Amazon Connect offers two call routing options:

* Amazon Connect native Voice routing
* Advanced Work Assignment AWA Voice routing

{#integr-awa-vr__ul_rk1_4hb_ggc} When using the AWA Voice routing, calls are held in the Amazon Connect queue until the AWA queue settings determine their routing. This allows flexible call management using either the built-in Amazon Connect routing or the more advanced AWA routing capabilities.

Role required: sn_cti_amzn_cct.admin

## Prozedur

1. Navigate to Amazon Connect IntegrationView Instances.
2. Select the instance you want to configure.
3. Click the Setup Guide related link.
4. Go to the Import Contact Flows section of the setup guide.
5. To enable Advanced Work Assignment (AWA) Voice routing, check the checkbox under the AWA Voice Routing heading.  
   Complete the steps specified in the setup guide:
   1. Complete [AWS Lambda](https://www.servicenow.com/docs/access?context=aws-lambda-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) and OAuth credential setup.
   2. Download the recommended hold music using the link in the setup guide (you can choose your own hold music, but it cannot be longer than 5 seconds).
   3. See the [AWS documentation](https://docs.aws.amazon.com/connect/latest/adminguide/prompts.html#howto-prompts) to upload the hold music.
   {#integr-awa-vr__substeps_ks5_3qj_jcc}
6. Set up AWA queue to route Amazon Connect phone calls.  
   To setup AWA, see
{#integr-awa-vr__steps_js5_3qj_jcc}

## Nächste Maßnahme

For more information about integrating ServiceNow® Voice with Amazon Connect, see [Integrate ServiceNow Voice with Amazon Connect](https://servicenow-prod.fluidtopics.net/MQ6Yy_Qg9NaHvo7zncYnOw "Connect ServiceNow Voice of your ServiceNow instance with the Amazon Connect instance to provide a seamless inbound and outbound voice call experience for your callers and agents.").