this video shows how to integrate an Amazon connect instance with the ServiceNow instance you can jump to these topics from the YouTube description for this video our Amazon Connect instance is already provisioned and now we want to integrate it with our ServiceNow instance we've already installed the cloud call center app on our ServiceNow instance to start the setup we'll go to setup instance we'll provide the name of our Amazon connect instance and the AWS instance a RN submit and that creates the instance record now we'll continue the setup the first step is to download the lambda package the lambda dot zip file then we'll log in to s3 next we'll create a bucket will use these default properties and create the bucket now we'll upload the lambda zip file we downloaded earlier we'll note the file key and bucket name for later now we'll go on to deploy stack the stack has all the resources we need in our AWS environment to provision the stack we have a cloud formation template will download the CFT JSON file and then login to our cloud formation next we'll create stack with new resources upload template and upload the CFT file we downloaded earlier will give the stack a name we can find the call recording bucket name in our amazon connect instance we'll go to data storage and the first part of the call storage location is our bucket name we'll get the lambda file key and s3 and the s3 bucket name as well next next acknowledge creation of i.m roles and resources and create stack that deploys all the resources we need in our AWS environment on the resources tab we can see the resources being provisioned this takes a couple minutes when it's done we'll have a Kinesis stream lambda function I am roles parameters and other resources we need now we can see a Kinesis stream and a lambda function we'll use the logical IDs later next we'll add the lambda function logical ID in the deploy stack page then we'll click the lambda function copy the a RN paste it in and submit the next step is deploying the Lexx bot will download the file and create a zip file then we'll go to Lex import choose the zip file we just created and import if other bots use the same intense we'll get a warning we're using the same intents for all the bots so we'll just overwrite and continue that provisions are by next we'll build the bot when the bot is built we'll publish it then we'll copy the name of the bot and paste it in the setup will add the region from the URL and submit now on to the next step setting up our Amazon connect instance itself let's go to the instance here in setup we have all the instructions let's walk through it the first step is adding the origin that's usually the name of the ServiceNow instance we'll enable data streaming choose Kinesis stream and choose the stream that was provisioned in the cloud formation will select the stream here and save next we'll go to contact flows choose the bot that was provisioned and add Lex bot next we'll choose the lambda function that was provisioned then go back to setup and click Next the product includes a sample contact flow to import and customize to do that we'll go to our Amazon connect instance and login as administrator contact flows create contact flow import select the file and import when the contact flow is imported you might see warnings like this we'll open the node select the right queue and save the contact flow now we'll publish the contact flow we can associate a phone number with this contact flow to test it out we'll claim a phone number for our contact center and associate the contact flow this phone number for our contact center will trigger the contact flow next will enable receiving the call recording on the ServiceNow instance we'll go to our Amazon instance go to data storage and note the name of the recording bucket now we'll go to our lambda here add trigger choose s3 choose the bucket name we found in Amazon Connect and add the next step is setting up authentication for that we need to create a service account in the ServiceNow instance that will be used from the Amazon connect environment we'll go to the sis user table and create a new service account with user ID first name last name password web service access only and save then we'll go to roles we'll need to add the CTI core dot service role for this we're setting up an IT call center so we'll add the ITIL role as well now we'll go to AWS Systems Manager go to parameter store and create parameter we're going to copy the path names from setup and create the parameters for the service account user and password here's the username now we'll create the password parameter we'll copy the path from set up and paste it in here's a demo password be sure to create a secure password for your instance our next step is setting up an open frame this will let your agents login to the CCP panel from your ServiceNow instance and now it's set up now we'll refresh the page since we're already logged into our Amazon Connect instance the softphone icon appears here click the icon to launch the Amazon Connect environment agents can make themselves available here if a user calls the number that we provisioned and wants to speak to an agent the call will be routed to one of the available agents for more information see our product documentation knowledgebase or podcast or ask a question in the ServiceNow community