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 ,

Yes, it is possible to integrate callback functionality with an external AWS service. Here's a general approach to achieve this integration:

1. Identify the AWS service you want to use for callback functionality. It could be AWS Lambda, AWS API Gateway, AWS SNS (Simple Notification Service), or any other suitable service based on your requirements.

2. Set up the external AWS service according to your needs. For example, if you choose AWS Lambda, create a Lambda function that will handle the callback logic.

3. In your ServiceNow instance, determine the event or trigger that will initiate the callback. It could be a specific action or condition within ServiceNow, such as a record being updated or a specific event occurring.

4. Create a Business Rule, Script Include, or other appropriate mechanism in ServiceNow to capture the callback event and trigger the integration with the AWS service.

5. Implement the integration code within the Business Rule, Script Include, or other mechanism to invoke the AWS service and initiate the callback. This could involve making an API call to the AWS service, passing any necessary data or parameters, and handling the response.

Integrating AWS Step Functions callbacks and external systems 

Set up integration for ServiceNow 

Configure callback behavior 

Integrate ServiceNow Voice with Amazon Connect 

Thanks,

Ratnakar

[Khiem Nguyen Do]

Thank you so much @Ratnakar7 . Let me review it if there's any helpful point.

[RahulMishra01]

Hello @Khiem Nguyen Do ,
Found this ServiceNow CTI connector really helpful for connecting ServiceNow with a telephony system. It offers advanced features like letting supervisors monitor calls, working with other apps, and having an easy-to-use CTI interface. Check it out if you want to connect different tools together.

Learn more here: https://www.novelvox.com/cti-connector/servicenow/

Hope this helps!!

[GSeynhaeve]

Hello @Khiem Nguyen Do,

Per a few of the response above, its up to you what underlying solution you use to enable callbacks.  One you may want to consider is 3CLogic's voiceAI/contact center solution.   In addition to automated callbacks (or SMS alerts), they enable a number of ServiceNow-centric capabilities (ie: ServiceNow IVR workflows, ServiceNow voicebots, ServiceNow integrated call transcripts & AI-sentiment analysis, consolidated reporting with ServiceNow PA and/or WFO, etc.).

They can be contacted at servicenow@3clogic.com if you wish to learn more. 

[Troy Dewant]

If a user requests a callback via phone in an omnichannel setup, typically a traditional phone call system would be used for the callback. This could involve using a VoIP service, an automated callback system, or even manual callbacks by agents.