Provider configuration in Voice

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    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 defines the settings, components, and message transformers required to handle requests and responses between the third-party system and the ServiceNow instance. Requests from these phone systems enter ServiceNow through the CTI Operation endpoint of the CTI API, ensuring seamless communication and operation handling.

    Show full answer Show less

    Provider Components and Message Transformers

    A provider configuration includes multiple provider components that map specific nodes or elements of the third-party phone system to message transformers. These message transformers contain scripts that convert requests and responses between the third-party system format and ServiceNow’s internal processing format:

    • Input Transformer: Transforms incoming requests from the third-party system before passing them to ServiceNow operation handlers.
    • Output Transformer: Transforms responses from ServiceNow operation handlers before sending them back to the third-party system.

    Administrators can view and manage these components and transformers within the ServiceNow Voice - Core application modules.

    Integration with Amazon Connect

    For customers using the ServiceNow Voice integration with Amazon Connect (which requires installing the ServiceNow Voice with Amazon Connect application), specific provider components and message transformers are preconfigured to support integration points such as:

    • Getting customer input via Amazon Lex intents.
    • Invoking AWS Lambda functions.

    When a call is placed through Amazon Connect, the request is routed to ServiceNow through the CTI API, where the relevant message transformers process the data before and after ServiceNow handles the operation. This configuration ensures smooth interoperability between Amazon Connect’s telephony services and ServiceNow’s voice platform.

    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.