Using Amazon Connect, the phone number is getting used or shows blankSummaryFrom the phone logs table, found that when a user calls an AWS Connect - Claimed Numbers IVR number, the caller name is properly recorded in the logs if the user is already registered with ServiceNow and the mobile number is entered in the "mobile phone" field; otherwise, the caller name is left blank. This article answers to several questions that were made in response to the above statement. Which field on the ServiceNow User table is used to capture the caller number? User_name, Phone, Home_phone, Mobile_phone How the mobile number is identified on ServiceNow when the call is made? When a call is made, the out-of-the-box inbound contact flow in Amazon Connect will invoke an AWS Lambda function which in turn makes a REST API call to the ServiceNow instance to validate if the caller is present in `sys_user` table. The REST API call is captured and handled by an operation handler called `interactionEvent`. This operation handler will search for any `sys_user` records that have `user_name` (OR) `phone` (OR) `home_phone` (OR) `mobile_phone` match the information provided by Amazon Connect in the request payload. All of this logic can be found in `sn_cti_operation_handler_7401d1b2db00c410d6207c4daf9619c4` Is it possible to narrate a message based on incidents in ServiceNow back to the caller as a voice message? Yes, theoretically 'Play prompt` node can be used in Amazon Connect contact flow to deliver any text based message as audio using text-to-speech. We do have an example to showcase this capability in our inbound demo contact flow.Try it out by following steps below: Add your mobile phone to your `sys_user` recordCreate a new record in `sn_cti_user` table to add a PIN to your account (needed for step 5)Make a call to the number associated to our inbound demo contact flowSay "check status" then "authenticate"Enter your PIN (created in step 2)Say "check status" againIt announces any incidents opened by you (if any)