Geneys Service now Integration
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4 weeks ago
Trying to Integrate the Genesys and Genesys and Service now using UNIFIED EXPERIENCE FROM GENESYS AND SERVICENOW , follow all step in integration after doing so i am able to login in Genesys from Service now but after login getting below error .
"Calls can't be made in this application
Contact your manager to learn which applications allow calls."
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3 weeks ago
Hi
It is a bit of an over simple reply to kick off, but I would suggest getting a case logged with support as a starter for 10 to get the ball in motion on the ServiceNow side.
In the meantime I would suggest that message is coming from Genesys rather than ServiceNow. It sounds like the user can authenticate successfully, but the Genesys user is not entitled to place calls from the particular Genesys application experience being used inside the ServiceNow embedded client.
Check out the licensing, role, or phone/calling permission issue in Genesys Cloud, Or the embedded client is being treated as an application that is not allowed to make calls for that user.
You have already proved that the SSO and basic integration path is working because you can log in to Genesys from within ServiceNow. The error appears after login when the embedded Genesys experience tries to initialise the calling capability. The text “Calls can’t be made in this application. Contact your manager to learn which applications allow calls.” strongly suggests Genesys is deciding that this user, in this context, is not allowed to use telephony.
I cannot guarantee the above fixes your specific issue because I do not know your Genesys Cloud configuration, telephony model, user roles, or how your unified experience has been deployed. Different customer and partner environments implement Genesys and ServiceNow integration in different ways, and that can change where the restriction is enforced.
