Telephony Integration with Servicenow - Genesys

[Karthick PS]

Kindly someone help how to integrate Genesys with ServiceNow.

[Ankur Bawiskar]

Not very sure on this part.

[JagEH]

Hi Ankur,

Did you find the solution as have a similar requirement please

Thanks

Jag

[Francesco Gatto]

Hi @Karthick PS,

As you probably figured out already, in a clean ServiceNow instance you won't find anything related to Genesys yet. You need a) a plugin to be installed in ServiceNow and b) a package from Genesys to be installed in your computer (ideally, the package is the Genesys phonebar which will interact through events with the Genesys plugin you install in ServiceNow).

Unfortunately, at least as per my knowledge as of today, both are available only if you subscribe a license with Genesys, so no package trial for free.

Hope that clarified.

If yes, feel free to mark this answer as Helpful.

Thanks,

Francesco

[Kshira]

Hi,

Our company is using this application, however we are facing issues where Multiple agents are added to the chat.

I would need more help to dig whether issue is from ServiceNow or Softphone

[SarveshI]

Hello,

i want to do integration between genesys and servicenow can you help me 

just tell me the overall flow