---
title: 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/virtual-agent/claim-phone-nmbr-ivr.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configure AWS account, Configuring Conversational IVR with Amazon Connect, Conversational IVR with Amazon Connect, Integrating Virtual Agent with Voice channels, Integrate VA with other channels, Virtual Agent, Conversational Interfaces]
---

# 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** > **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** > **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:**[Configuring your AWS account for use with Conversational IVR](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/configure-aws-account.md)