Version history for the ServiceNow Voice with Amazon Connect application on the ServiceNow Store.

Important: For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

Version history

Version 4.7.3 - January 2025
Fix in this release: When manager monitors an interaction on the Call Analysis tab, the Assignment Group will not be changed when the manager exits the interaction.
Version 4.5.7 - January 2025
Fix in this release: Previously the interaction was assigned to the manager when the manager monitored the interaction in the call analysis tab. With this update, the interaction will stay assigned to the agent to preserve agent ownership of the interaction.
Version 4.7.0 - November 2024
New in this release: Call summarization: Support for outbound call and support when real time transcript is not available.
Version 4.5.5 - November 2024
Fixed in this release: If a second agent joins the call and then disconnects from a call while the first agent is still on the call, the assigned_to of the interaction does not get overwritten.
Version 4.6.0 - August 2024
  • Fixed minor issues
  • Minor improvements
Version 4.5.3 - April 2024
Minor fixes.
Version 4.0.5 - March 2024
Fixed: Japanese language support for Real Time Transcription is now available.
Version 4.5.1 - March 2024
Fixed: Japanese language support for Real Time Transcription is available.
Version 4.5.0 - February 2024
  • New:
    • Voice calls from Amazon Connect can now be routed by ServiceNow Advanced Work Assignment (AWA)
    • The setup guide includes an option for Amazon Connect Contact Contact Flows to use AWA Voice Routing
Version 4.0.4 - January 2024
Fixed: This version now uses the latest version of Amazon Connect Streams API. This update enables customers to continue using CCP integration after Google Chrome blocks third-party cookies in 2024. Please note that Google Chrome requires you to authorize cookies on the browser to use CCP. For more information, refer to the AWS documentation: https://docs.aws.amazon.com/connect/latest/adminguide/3pcookies.html.
Version 4.0.3 - December 2023
Fixed: This version allows Node.js to be upgraded to Node.js v18 to support AWS Lambda.
Version 4.0.2 - August 2023
  • Changes:
    • Supporting Real Time Transcription.
    • Support agent to agent call transfers.
    • Support agent to queue call transfers.
    • Changes done to support Outbound Calls (manual dial).
Version 3.1.3 - February 2023
Fixed: minor changes.
Version 3.1.0 - August 2022
Fixed: Minor bug fixes for i18n.
Version 3.0.0 - March 2022
New: Amazon Connect for Cloud Call center is now ServiceNow Voice with Amazon Connect.
Version 2.0.5 - February 2022
New: Amazon Connect for Cloud Call center is now ServiceNow Voice with Amazon Connect.
Version 2.0.3 - August 2021
  • New:
    • Updated cloud formation template to support Lambda with node.js 14.x version runtime.
    • Support for Phone Channel Analytics using AWA work items and Workforce Optimization (starting Paris)Outbound calling support with Flow Templates to quickly run outbound calling
    • Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace
    • Support for Instance Parameters to configure each amazon connect instance with custom parameters when first registering an Instance.
  • Changed:
    • While first registering the connect instance, you can provide a ccpHost and ccpURL if the amazon connect domain for your instance is not the latest one.
    • Support for upcoming aws domain change to "my.connect.aws"
    • Updated setup guide Home step to point to Documentation website for latest video
  • Fixed: Issues with Setup Guide when glide.ui.escape_all_script is set to false
Version 2.0.2 - February 2021
  • New:
    • Support for Phone Channel Analytics using AWA work items and Workforce Optimization (starting Paris)
    • Outbound calling support with Flow Templates to quickly run outbound calling
    • Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace Support for Instance Parameters to configure each amazon connect instance with custom parameters when first registering an Instance.
  • Changed: While first registering the connect instance, you can provide a ccpHost and ccpURL if the amazon connect domain for your instance is not the latest one. Support for upcoming aws domain change to "my.connect.aws" Updated setup guide Home step to point to Documentation website for latest video
  • Fixed: Issues with Setup Guide when glide.ui.escape_all_script is set to false
Version 2.0.1 - December 2020
  • New:
    • Support for Phone Channel Analytics using AWA work items and Workforce Optimization (starting Paris)
    • Outbound calling support with Flow Templates to quickly run outbound calling
    • Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace
    • Support for Instance Parameters to configure each amazon connect instance with custom parameters when first registering an Instance.
  • Changed:
    • While first registering the connect instance, you can provide a ccpHost and ccpURL if the Amazon Connect domain for your instance is not the latest one.
    • Support for upcoming AWS domain change to 'my.connect.aws'
  • Fixed: Issues with Setup Guide when glide.ui.escape_all_script is set to false
Version 2.0.0 - October 2020
  • New:
    • Support for Phone Channel Analytics using AWA work items and Workforce Optimization (starting Paris)
    • Outbound calling support with Flow Templates to quickly run outbound calling
    • Surfacing Transcription, Recording, and Customer Sentiment Analysis in Workspace
Version 1.1.1 - July 2020
Fixed: Fixed an issue with the interactionId not being set for unknown callers.
Version 1.0.1 - April 2020
Works in concert with the Cloud Call Center Core and Cloud Call Center for ITSM apps to enable new employee experiences, unlock productivity for agents, and provide management with insights and coaching opportunities.