Omnichannel Callback

[Khiem Nguyen Do]

Hi @everyone,

I have a question about omnichannel callback: It is obvious that video callback is supported only via the Zoom service regarding to documentation. So, if an user requests a callback via phone, which tool is used for callback?

[Ratnakar7]

Hi @Khiem Nguyen Do ,

In ServiceNow's Omnichannel feature, when a user requests a callback via phone, the callback functionality is typically handled through telephony integration with a third-party telephony service provider. ServiceNow integrates with various telephony systems and providers to facilitate callback functionality.

The specific telephony system used for phone callbacks can vary based on your organization's configuration and chosen telephony integration. ServiceNow provides integration capabilities with popular telephony systems such as Avaya, Cisco Unified Communications Manager (CUCM), Genesys, and more.

To enable phone callbacks, you would need to set up the telephony integration in ServiceNow and configure the appropriate telephony connector or adapter. This integration enables ServiceNow to initiate the callback request and connect the user with an available agent or representative through the telephony system.

Also Refer Integrate with Computer Telephony Integration (CTI) 

Thanks,

Ratnakar

[GSeynhaeve]

Ratnaka7 is correct.  Another popular solution for VoiceAI, contact center, and SMS solutions for ServiceNow is 3CLogic.  Feel free to contact them at servicenow@3clogic.com if you have any questions as to the various use cases they can help implement, including callbacks. 

[Khiem Nguyen Do]

Hi @Ratnakar7 . Thank you for your info. It's clear for me.

[Khiem Nguyen Do]

One more question @Ratnakar7 . CC: @everyone.

Is there any way to integrate callback with external AWS service?