Create an AWS CloudFormation stack to provision all the infrastructure resources required to enable the Conversational IVR feature. You will be populating a template provided by ServiceNow that will then generate the required configuration.

Before you begin

Role required: admin

Ensure that you downloaded the Cloud Formation Template (CFT) YAML file from this Knowledge Article before creating an Amazon CloudFormation Stack and also make sure that you select the same region as that of the S3 bucket region.

For more information about creating an Amazon CloudFormation stack, refer to Amazon CloudFormation documentation.

Procedure

  1. Log in to the Amazon Web Services Console.
  2. Navigate to CloudFormation > Stacks.
  3. Click the Create stack drop-down and select With new resources (standard).
  4. On the Create stack form, under Prepare template section, select Template is Ready.
  5. In the Template resource section, select Upload a template file to the choose your downloaded CFT template and click Next.
    You will be directed to the Specify stack details page.
  6. On the Specify stack details page, provide a Stack name (for example: sn-ci-cc-amazon-connect-setup-stack) and specify the following details in the Parameters section:
    Table 1. Parameters
    Parameters Description Example Value
    AWS Configuration
    S3 Bucket Name The name of the S3 Bucket that you created during the IVR setup process.

    S3 bucket must contain the required files to be uploaded. Populate this parameter with that bucket name.

    		 sn-ci-cc-amazon-connect-setup
    ServiceNow Instance Configuration
    ServiceNow Instance The URL of the ServiceNow instance being used in this configuration. Be sure to include https://. https://[instance-name].service-now.com
    Username Name of the ServiceNow user to be used for establishing a basic authentication configuration in your ServiceNow instance.

    The user with this username must have the 'sn_va_as_service.contact_center_api' role.

    		 n/a
    Password ServiceNow user's password to establish a basic authentication configuration in your ServiceNow instance. n/a
    Token Type The type of token used in this connection.

    If you do not know the token type, then use Static.

    		 Static/Hash
    Token Value The secure token value for the connection between Amazon Connect and ServiceNow.
    Note: Ensure that the token you provide does not contain any non-alphanumeric values and ensure that you save the token value for later use.
    		 rLRU5tyNHVj39MdA
    Amazon Connect Instance Configuration - (Ignore if there is an existing amazon connect instance)
    Amazon connect instance alias Name for the Amazon Connect instance that will be created. n/a
    Prompt audio S3 file key Provide the name of the Prompt file that you have uploaded in Create an Amazon S3 bucket.

    The Prompt file is an audio file containing the ringtone when customer connects to an agent.

    		 n/a
    Amazon Connect Instance Admin Configuration (Optional)
    Username Provide an Amazon Connect username to create the administrator for the newly created Amazon Connect instance. n/a
    Email Email of the administrator for the Amazon Connect instance. n/a
    First Name First name of the user who is the administrator of the Amazon Connect instance. n/a
    Last Name Last name of the user who is the administrator of the Amazon Connect instance. n/a
    Password Password to log into the Amazon Connect instance as an administrator. n/a
  7. Click Next.
  8. Review the parameters that you provided for your Stack, select the I acknowledge that AWS CloudFormation might create IAM resources with custom names. checkbox, and Submit.
    The Stack creates the required resources needed for the Amazon Connect IVR setup.
  9. Review the progress of the CloudFormation Stack to ensure that the process completes with a CREATE_COMPLETE status.
    Once the Cloud Formation Stack is created, you will see the Amazon Connect instance.

What to do next

Claim a Phone number.