Anyone doing an IVR integration (Interactive Voice Response)

[#1]

We would like to use IVR for a future application where a customer calls in and auto-populates a Service-Now.com form with their contact information (kind of like a call center interaction) Has anyone implemented or at least looked into this possibility?

I've submitted a question to the vendor and will update with their response.

Many thanks,

Scott

[Nick65]

Yes this is possible, I have done an integration with Notify Now and Twilio. OOB Notify Now offers Conference calls and text messaging, but it is easily enhanceable to do custom IVRs. Twilio is really easy to work with and then you can just create a processor on the ServiceNow side to handle the REST calls.

[nivedita_musku]

Hi Nick,

I would like to know how were you able to do this inbound integration in more detail. Can you please help me out.

Thanks

Nivedita

[Nick65]

First off I did this with Twilo so it may differ depending on your case. Although Twilio's API and Documentation is awesome. Also, you do not need the NotifyNow plug-in for this.The main integration points where this;

-Invoke REST outbound message to Twilio endpoint, passing phone number and authorization credentials.

-This will initiate the call to the user.

-Once the call is made and received Twilio will then follow any URL redirects from the REST request. (These redirect URLs are set up when you create your Twilio app/account. )

-For the redirect URL I set up a processor in ServceNow, like https://myinstance.com/processor.do So once the call is picked up it will run that processor. And from that processor you can write any server-side Servicenow code you need along with your response to the redirect.

So from here I redirected to another processor to handle the input on the call.

Once the input is received you can pretty much do whatever you need to, you would just need to save the Twilio ID( basically Twilio's version of the sys_id) that is used for each call and use that to tie everything together.

The main ideas here are the processors and REST messages. If any app can follow a redirect after a http request you would be able to run a Servicenow processor from that third party app.

All the IVR strings and numbers can be mapped to a custom table and queried once the processor runs.

Let me know if you have any other specific questions about this.

[agulati]

Hi ,

I am following the same approach, i am using notifynow sendSMS method for SMS messages and it works and the Inbound and outbound messages show up in Servicenow as i am using notifynow API.

http://wiki.servicenow.com/index.php?title=Notify_API

For Outbound phone calls, i dont see a notifynow API method. I do see that there is a method for Conference call. Is there a method for initiating voice call?