[Music] let's see a demo of voice routing with Amazon Connect using AWA a new feature in the q124 store release it enables service now's advanced work assignment to rout and assign voice calls on Amazon connect John Jason and netstock both work at a call center the call center uses Amazon connect and uses a rules to assign calls to agents agents can update their availability in their inbox which synchronizes with the status on the soft pH a customer Sam calls in welcome to service now in order to better serve you we would like to record parts of this call to give your consent please press one followed by the pound sign press any hello Sam how may I assist you speak to a live agent please describe your issue broken freezer broken freezer is this correct yes please wait while I transfer you to an agent AWA assigns Sam's call to John John finds the call in his inbox but rejects it as he is busy now AWA reassigns it to Ned Ned accepts the call in his inbox the phone interaction record appears on the screen and Ned and some are connected on the line to enable voice routing by AWA admin first has to set the Amazon connect integration following the setup guide select the AWA voice routing checkbox to download The Right contact flow templates that set the basic configuration in Amazon connect for rooting inbound outbound and transfer calls using AWA now admin and call center managers can set the routing and assignment rules for voice in AWA set one for the default capacity of the outo the Box Amazon connect service Channel using out of the box basic queue or your original queue assign appropriate agent groups to the queue along with the preferred assignment rule voice routing with Amazon Connect using AWA reduces operational cost by unifying routing engine and increases agent productivity by unifying their start point to inbox