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]

Most of the NotifyNow API is java based processors in ServiceNow which we don't have access to. You don't need any API to make an outbound phone call   with Twilio, you just need to invoke a REST message wIth the phone number and application id parameters. The only way to use ServiceNow for outbound calls with NotifyNow plug in is with the conference calling they have OOB.Once the call is picked up you can set up redirect URLs on Twilio that can then be used to invoke a custom processor which you can write and react to the call.

To invoke a call with Twilio you post to the REST endpoint like this,

https://api.twilio.com/2010-04-01/Accounts/accountIDHere/Calls

The body would look like this,

From=${From}&To=${To}&ApplicationSid=${ApplicationSid}&IfMachine=${IfMachine}

Header,

Content-Type:application/x-www-form-urlencoded

This can be invoked from the REST application in servicenow or via script.

[agulati]

Hi Nick,

Thanks for the reply. I have all the stuff working with Rest endpoint but the only issue is that these messages don't show up under notify tables is servicenow(notify_answer and notify_conversation). For SMS the outbound and inbound message show in these tables as i use notifynow API method sendSMSQuestion.

Are you writing additional code to add those messages   to the notify tables in servicenow

[Nick65]

Yes, I extended the use of the conversation table and added a type field to it. Using mainly processors to do all the work. I am logging the calls there.

[agulati]

Just to confirm, in addition to the REST calls, you are adding records to notify tables in your business rules.

One thing i noticed is that if i use NotifyNow.sendSMSQuestion instead of REST calls, the Notify Tables get populated on its own.

Also i have a requirement to track all the conference calls that are initiated.

[agulati]

Hi Nick,

Can you give some more details on how you are adding the data for the Twilio calls in Servicenow

Thanks

Aman Gulati