Upon receiving a call through Amazon connect, the interactions are not getting created for the call conversation.Issue Amazon connect can be integrated with ServiceNow voice using the below documentation. https://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/cloud-call-center/task/integrate-ccc-amazonconnect.html This enables the agents to capture the call conversation as an interaction and use such interactions to create a case or incident. Expected Behaviour: When the conversation is initiated on Amazon Connect UI and the agent is on CSM workspace. This should open an interaction view on the CSM wokrspace and capture the conversation details on interaction. But in this case scenario, the Amazon connect call is received but the interaction window does not appear. System logs captures a error "Exception occurred while starting the interaction" Node Logs: 2023-07-03 01:36:12 (488) API_INT-thread-3 B351C435F1F7E1504FAC77A15656D15D txid=f751c4355d73 SEVERE app="CI" track="VA" Exception occurred while starting the interactionjava.lang.NullPointerExceptionCauseInteraction was unable to initiate due to the absence of Guest user account within the instance. Whenever, an incoming caller is not identified. System tries to impersonate a Guest user account to initiate the interaction.ResolutionThe error was originating from a Operation handler for CSMVoice. /sn_cti_operation_handler.do?sys_id=f38ca759db9910108ee45214dc961995&sysparm_view=&sysparm_record_target=sn_cti_operation_handler&sysparm_record_row=19&sysparm_record_list=&sysparm_record_rows=19 Elevate the logging to captured additional logs by adding the below in the sys_logger_configuration table. Logger Name:com.glide.cs.qlue.module.runtime.script.VoiceTranscriptScriptObject Level: ALL Destination: Database Logger captured the below error: Exception occurred while starting the interactionjava.base/java.util.regex.Matcher.getTextLength(Matcher.java:1770)java.base/java.util.regex.Matcher.reset(Matcher.java:416)java.base/java.util.regex.Matcher.<init>(Matcher.java:253)java.base/java.util.regex.Pattern.matcher(Pattern.java:1133)com.glide.sys.UserSNC.isSNCUser(UserSNC.java:70)com.glide.sys.Impersonate.loadImpersonation(Impersonate.java:209)com.glide.sys.Impersonate.impersonate(Impersonate.java:128)com.glide.cs.qlue.module.voice.VoiceTranscriptServiceImpl.startVoiceConversation(VoiceTranscriptServiceImpl.java:471)com.glide.cs.qlue.module.voice.VoiceTranscriptServiceImpl.setupVoiceConversation(VoiceTranscriptServiceImpl.java:433)com.glide.cs.qlue.module.voice.VoiceTranscriptServiceImpl.validateAndSetupVoiceConversation(VoiceTranscriptServiceImpl.java:372)System checks for Guest user account for impersonation and if the account does not exist in instance, the operation handler execution will fail and interaction will not initiate. Reinstalling the guest user account from OOB instance to customer instance helped fix the interaction issue. Related LinksNote: Customers may delete the Guest user account considering a security reason. It is advisable to educate customers that Guest user account is used only within the platform to perform some actions in absence of a caller. One cannot login to instance using Guest account.