ServiceNow HRSD IVR (Interactive Voice Response )

Magesh5
Tera Contributor

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  ?

1 ACCEPTED SOLUTION

Community Alums
Not applicable

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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1 REPLY 1

Community Alums
Not applicable

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.