Genesys Integration with ServiceNow

simon_dejonghe · ‎10-20-2016

Anyone has experience with a Genesys integration with ServiceNow?

I found some general documentation on CTI integration here:
ServiceNow Computer Telephony Integration - CTI - YouTube

http://wiki.servicenow.com/index.php?title=Computer_Telephony_Integration#gsc.tab=0

But I was wondering if someone has a customer who has a Genesys integration specifically. Thanks in advance!

simon_dejonghe · ‎01-04-2017

Genesys integration with Service Now

Inbound Voice

The process of asking qualifying questions on an active call, and creating the incident can be automated by Genesys Voice Portal (GVP). The GVP platform leverages open technology to automate the incident creation process.

Incidents requiring Agent Assistance, which are created using GVP, are routed by Genesys to the corresponding skilled Agent, using a combination of information obtained from the caller and from Service Now.

The GVP VXML application is built using an Eclipse based tool which uses open standard technology for generating the Voice XML code to be interpreted by GVP.

This voice application has all the integration capabilities that Java Scripting and other integration technologies offer.

GVP uses Web Services (WS) logic to send requests to Service Now in order to obtain/create/update information pertaining to incidents.

For this reason, Service Now needs to expose certain methods through a Web Service interface.

Genesys routes the incidents that were created via voice using a combination of work load and status information and skill based routing, to determine the correct destination for the call.

SNOW-Tasks

Incident requests coming into Service Now from the Web can also be handed over to Genesys Intelligent Workload Distribution for classification/prioritization and delivery to agents.

IWD is used to classify, prioritize and assign business value to Incidents created within the Service Now platform. The system of record for the Incident Management system is Service Now.

Service Now provides and consumes Genesys IWD Web Services to create Work Items that can be routed and distributed to the appropriate Agent.

Genesys in turn consumes Service Now's Web Services in order to provide feedback on the Incident Assignment.

Genesys IWD captures tasks generated by Service Now (Incidents) and uses business rules to allow these tasks to be accepted, classified, prioritized and re-prioritized.

Service Now also consumes Genesys IWD Web Services in order to:

Create a SNOW-task based on
- Web Portal Initiated Incidents
Update SNOW-tasks from
- Web Portal Initiated Incidents
- Voice Portal Initiated Incidents
Resume SNOW-tasks
- Voice Portal Initiated Incidents

Genesys provides Assignment information back to Service Now via Service Now's Web Services.

High Level Architecture

Voice Call

0A — Facility call to Report a problem.

1A — SIP INVITE from Media Gateway to SIP Server (Call Presented).

2A — SIP INVITE from SIP Server to GVP (Resource Manager and MCP).

3A — Request Initial Page Fetch and Application Execution.

4A — RTP Voice Path Opened with GVP

5A — Web Service Call to Create Incident in Service Now.

6A — Web Service Result code from Service Now with INC#.

6A — Service Now creates SNOW-Task in IWD with Held State.

7A — Application sends INC# for GVP-MCP to stream and Request for Transfer

8A — Transfer to Route Point for Routing decision (attached data).

9A — Route decision is requested/executed.

10A — Web Service Calls Post Route to UPDATE INC# with Selected Agent (Assignee).

10B — Service Now consumes Resume Task Web Service to make interaction to be routed to Assigned agent's workbin.

11A — Web Service Result.

12A — SIP INVITE/Event Ringing with Attached data (INC#).

13A — Request for URL including INC#

(Any) Update Task may trigger Reprioritization of incidents in a Queued State.

Work Item

0B - Facility CREATE incident to report Problem (Web Interface).

1B — Web Service Capture Adapter fetches Incidents tasks (INC#) from Service Now.

2B — Task Origination "Create" NEW work Item.

3B — Work Item submitted to Ixn Server as NEW status (New Ixn Queue).

4B — Business Process Invoke "Classify" to move work Item to ACCEPTED queue/state.

5B — Work Item change submitted to Ixn Server as ACCEPTED status (Accepted Ixn Queue).

6B — Business Process Invoke "Prioritize" to move work Item to QUEUED queue/state.

7B — Work Item change submitted to Ixn Server as QUEUED status (Queued Ixn Queue).

8B — Business Process Invoke "Assign" to move work Item to QUEUED queue/state.

9B — Work Item change submitted to Ixn Server as ASSIGNED status (Queued Ixn Queue).

10B — Web Service Call post Route to UPDATE INC# with Agent Selected (Assignee).

11B — Web Service Result.

12B — Event Ringing with Attached data (INC#).

13B — Request for URL including INC#

(Any) Update Task may trigger Reprioritization of incidents in a Queued State.

Genesys Workspace Agent Desktop

In addition to the above mentioned Genesys components, Interaction Workspace will use an embedded browser (or a separate "linked" browser window) to allow Agents to access the Service Now cloud via a browser authenticated session. This means that Agents using Interaction Workspace can navigate to Service Now for the purpose of managing incidents. The Service Now data presented as a screen pop inside Workspace (or as a separate "linked" browser window) is associated with the interaction and all the data elements captured during the call flow or workflow are pinned on Key Value Pairs (KVPs).

As Service Now is in it's own cloud, access will be executed from a controlled Proxy to grant access via the internet.

Authentication could be provided via an Asserted Identity Provider (AIP) service residing outside of the customer's network. The embedded browser or any other browser an Agent uses to access Service Now will be forwarded to the AIP Server URL where a verification of a token can be requested via a user credential entry screen.

Should this token not be present, the AIP, upon authentication of credentials would negotiate with Service Now in order to obtain the appropriate certificate verification via token exchange and to grant access to the Service Now system, a URL redirection to Service Now then occurs (granting access).

View solution in original post

Luiz Lucena · ‎06-10-2025

Hi @Piero_

Make sure the client script "UI Type" field is set to ALL and not just Desktop.

JH-HHS · ‎07-29-2019

Hello Simon,

Would you provide a reference for this information? Also, how would I get a short list of telephony packaged integrations with ServiceNow? I'm aware of Starfish and 3CLogic, but I'm looking for the official packing confirmation from ServiceNow.

RahulMishra01 · ‎05-31-2022

Hi Simon,

NovelVox’s dedicated Smart CTI Connector for Genesys and ServiceNow should answer your question. Leveraging open API accessibility, NovelVox offers a seamless integration of Genesys telephony system with ServiceNow and other third-party applications.

Learn about them here: https://www.novelvox.com/integrations/servicenow-genesys-cti-connector/