Servicedesk agent is unable to see records of the caller when he receives a phone call

AlkaK1811
Tera Contributor

‎05-22-2025 12:38 AM

When servicedesk agent received a phone call via Interaction desktop, a tab is automatically opened for servicenow and an IMS opens, he doesnt see any Record Data from users. Since the update he is having this issue and he doesnt see any Record Data from users. 

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Abbas_5
Tera Sage
Tera Sage

‎05-23-2025 06:04 AM

Hello @AlkaK1811,

 

The ServiceNow Service Desk agent is unable to see caller records during phone calls likely due to an issue with the interaction desktop integration or a problem with the caller ID being passed to ServiceNow. This could involve a misconfiguration in the phone system, the ServiceNow instance, or the interaction desktop itself. 
 
Here's a breakdown of potential causes and solutions:
 
1. Interaction Desktop Integration Issues:
  • Misconfigured Integration:
    Ensure the Interaction Desktop is correctly configured to send the caller ID and associated user data to ServiceNow. Verify the phone system's integration with ServiceNow is properly set up.
  • Missing or Incorrect User Mapping:
    Verify that the phone system's caller ID is being correctly mapped to a ServiceNow user record. Ensure the user record exists and has the correct information, including contact information, phone number, and any other relevant data.
  • Troubleshooting the Interaction Desktop:
    Check the Interaction Desktop's logs and settings for any errors or warnings related to the ServiceNow integration. You may need to consult with the Interaction Desktop administrator or the relevant IT team. 
     
2. ServiceNow Configuration Issues:
  • Caller ID Field Configuration:
    Verify that the "caller_id" field on the incident or call record is properly configured and populated with the correct user information. 
     
  • Reference Qualifiers:
    Ensure that the reference qualifiers on the "caller_id" field are not filtering out the user based on their company or other attributes. 
     
  • Business Rules:
    Review any business rules that might be interfering with the populating of the "caller_id" field or modifying the record. 
     
  • Customization:
    Check for any custom scripts or UI policies that might be affecting the display of caller information. 
     
3. Phone System Configuration:
  • Caller ID Format:
    Verify that the phone system is sending the caller ID in a format that ServiceNow can recognize and use.
  • Integration Settings:
    Check the phone system's integration settings for ServiceNow to ensure they are configured correctly.
  • Troubleshooting the Phone System:
    If the problem persists, consult with the phone system administrator to troubleshoot the integration. 
     
Troubleshooting Steps:
  1. 1. Verify Caller ID:
    Confirm that the phone system is correctly sending the caller ID when a call is received. 
     
  2. 2. Check User Mapping:
    Ensure the caller ID is correctly mapped to a user record in ServiceNow. 
     
  3. 3. Inspect ServiceNow Configuration:
    Review the "caller_id" field, reference qualifiers, business rules, and any customizations. 
     
  4. 4. Test with Different Users:
    Attempt to call from different phone numbers and check if the same problem occurs. This can help isolate whether the issue is with a specific user or the entire system. 
     
  5. 5. Consult with Experts:
    If you are unable to resolve the issue yourself, consult with a ServiceNow administrator or a consultant specializing in phone system integration
     
    If it is helpful, please hit the thumbs up icon and accept the correct solution in future by referring to this solution it will helpful to them.
     
    Thanks & Regards,
    Abbas