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03-05-2025 01:48 PM
Have a question on ServiceNow HRSD IVR (Interactive Voice Response).
ServiceNow Voice for HR Service Delivery whether can work independently without installing ServiceNow Voice for ITSM or ServiceNow Voice for CSM ?
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03-05-2025 06:08 PM
Hi @Magesh5 ,
Yes, Once ServiceNow Voice for HR (sn_cti_hr_cnt) is activated from the store, it doesn't need ServiceNow Voice for ITSM/CSM, provided you are not using HR voice for ITSM/CSM.
ServiceNow Voice appears as a pop-up in the HR Agent Workspace , once installed.
The ServiceNow Voice for HR provides the following capabilities:
- An inbound contact flow to define the employee experience in an IVR.
- An outbound contact flow to connect with employee contacts from the phone number field displayed in any of the ServiceNow application interfaces.
- Operation handlers to configure automated interactions for employee service cases.
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03-05-2025 06:08 PM
Hi @Magesh5 ,
Yes, Once ServiceNow Voice for HR (sn_cti_hr_cnt) is activated from the store, it doesn't need ServiceNow Voice for ITSM/CSM, provided you are not using HR voice for ITSM/CSM.
ServiceNow Voice appears as a pop-up in the HR Agent Workspace , once installed.
The ServiceNow Voice for HR provides the following capabilities:
- An inbound contact flow to define the employee experience in an IVR.
- An outbound contact flow to connect with employee contacts from the phone number field displayed in any of the ServiceNow application interfaces.
- Operation handlers to configure automated interactions for employee service cases.
