---
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


---

# Integrating ServiceNow Voice with ITSM

# Integrating ServiceNow
Voice with ITSM {#ariaid-title1}

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

Route calls coming through the ServiceNow
Voice to specific phone queues based on user preference, utterances, or any other
ServiceNow data to optimize incident resolution.

## Sample ITSM contact flow {#integrate-ccc-itsm__section_ig1_wpy_2nb}

Use the inbound (ServiceNow ITSM Inbound Demo Flow) and outbound
(ServiceNow ITSM Outbound Demo Flow)
Amazon Connect ITSM sample contact flows that come with the Voice
integration to get you up and running quickly. The sample flow allows you to deflect voice calls
or route them based on the caller context to different queues. When a call comes through the ServiceNow
Voice, the Amazon Connect application uses data dips to identify
the caller and then deflect the call or route it to the right agent. For more information on
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.").

Callers can access status updates or make updates to their records when they are
authenticated.

## PIN-based authentication {#integrate-ccc-itsm__section_cyt_y5y_2nb}

Callers can use PIN-based authentication to access the phone channel. Managers can set or
reset the PIN for the users who can also set or reset their phone PIN. For more information, see
[Configure a phone PIN](https://servicenow-prod.fluidtopics.net/MSiLKvIp~yxQizxhKmiXGA#set-pin-ccc "You can set up or reset a phone PIN that can be used for caller authentication during a call with an agent.").

## Workforce Optimization for ITSM {#integrate-ccc-itsm__section_sqf_z3t_2nb}

Integrate Voice with Workforce Optimization for ITSM to visualize call metrics from Amazon Connect. The Voice uses [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) to display the call metrics and active calls along with all other Channel metrics in the Manager Workspace.  
Abbildung : 1. Amazon Connect Phone Workforce Optimization for ITSM
* **[Install ServiceNow Voice for ITSM](https://servicenow-prod.fluidtopics.net/hFWoihfbZ3PItdjAOmCZjA)**   
  You can install the ServiceNow Voice for ITSM application (sn_cti_itsm_cnt) if you have the admin role. This plugin installs the ITSM content for integration between ServiceNow Voice and a third-party phone system.
* **[Real time transcriptions for ServiceNow Voice for IT Service Management](https://servicenow-prod.fluidtopics.net/kQfhFkJjGwnEtN18TTW0NA)**   
  Agents can see a transcript of voice calls while interacting with customers. Real time transcription allows agents to better understand caller issues, and allows managers to gain insights into caller trends and agent training gaps.
* **[Enable native voice control in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/8Iv~ejQG6xHp54v13m399Q)**   
  Enable the native voice control to allow the agents to manage the calls using the Interaction Controls Component and the Customer History tab component.