\(Legacy\) Claim a phone number

task australia Updated Sep 10, 2026 1 min read claim-phone-nmbr-ivr.md

Raw file servicenow.com

Claim a phone number to set up IVR (Interactive Voice Response).

Before you begin

Role required: admin

Procedure

Log into your AWS Console and look for the Amazon Connect Instance you created.
Log in as an administrator into your Amazon Connect instance.
Navigate to Channels > Phone numbers and click Claim a number.
On the Claim Phone number form, select either the Toll free Country or the DID (Direct Inward Dialing) Prefix and select the number.
Claim a phone number to the SN_CI_CC_Inbound_Contact_Flow from the Phone numbers section in the navigator.
Provide a description of your choice in the Description field, select SN_CI_CC_Inbound_Contact_Flow from the Contact flow / IVR drop-down, and click Save.

After the number is published, customers can make a call and start conversations with the Virtual Agent.
Navigate to Routing > Queues and select BasicQueue.
On the Edit BasicQueue page, under Settings, specify a name for Default caller ID name.
For the Outbound caller ID number, select the Phone number you claimed in Step 4.
Select SN_CI_CC_Outbound_Contact_Flow for the Outbound whisper flow.
Click Save.

What to do next

Invoke an automated caller interaction with bots to fulfill the caller's request within the ServiceNow instance. For more information, see Configure a contact flow for an automated caller interaction.

Parent Topic:(Legacy) Configuring your AWS account for use with Conversational IVR

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---
title: \(Legacy\) Claim a phone number
description: Claim a phone number to set up IVR \(Interactive Voice Response\).
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/claim-phone-nmbr-ivr.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure your AWS account, Configure, Conversational IVR with Amazon Connect, Integrate VA for NLU with voice channels, Virtual Agent channel integrations, \(Legacy\) Virtual Agent for NLU, Conversational Interfaces]
---

# \(Legacy\) Claim a phone number

Claim a phone number to set up IVR \(Interactive Voice Response\).

## Before you begin

Role required: admin

## Procedure

1. Log into your AWS Console and look for the Amazon Connect Instance you created.

2. Log in as an administrator into your Amazon Connect instance.

3. Navigate to **Channels** &gt; **Phone numbers** and click **Claim a number**.

4. On the Claim Phone number form, select either the **Toll free** Country or the **DID \(Direct Inward Dialing\)** Prefix and select the number.

5. Claim a phone number to the SN\_CI\_CC\_Inbound\_Contact\_Flow from the Phone numbers section in the navigator.

6. Provide a description of your choice in the **Description** field, select SN\_CI\_CC\_Inbound\_Contact\_Flow from the **Contact flow / IVR** drop-down, and click **Save**.

After the number is published, customers can make a call and start conversations with the Virtual Agent.

7. Navigate to **Routing** &gt; **Queues** and select **BasicQueue**.

8. On the Edit BasicQueue page, under Settings, specify a name for **Default caller ID name**.

9. For the **Outbound caller ID number**, select the Phone number you claimed in Step 4.

10. Select **SN\_CI\_CC\_Outbound\_Contact\_Flow** for the **Outbound whisper flow**.

11. Click **Save**.

## What to do next

Invoke an automated caller interaction with bots to fulfill the caller's request within the ServiceNow instance. For more information, see [Configure a contact flow for an automated caller interaction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/establish-automated-bot-interactions.md).

**Parent Topic:**[\(Legacy\) Configuring your AWS account for use with Conversational IVR](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/configure-aws-account.md)