Integrate ServiceNow voice assistant with Genesys Cloud service (SIP)

Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Genesys Cloud service using the Session Initiation Protocol (SIP) communication channel.

Before you begin

• Create a voice assistant. See Create an AI voice assistant for more information.

Role required: sn_aia.admin

About this task

Connect your Genesys Cloud contact center to a ServiceNow voice assistant using the Session Initiation Protocol (SIP) communication channel. After the integration is configured, Genesys Cloud routes calls to the ServiceNow SIP endpoint, where the AI voice agent handles the interaction. When call handling is complete, the integration supports transferring the caller to a live agent queue using the SIP REFER transfer method.

Procedure

1. Navigate to All > Conversational Interfaces > Assistant Designer > Assistants.
2. Find the voice assistant that you want to connect to Genesys Cloud service and select Edit.
3. Select Communication channels from the guided setup navigation.
4. In the Provider application field, select the provider application to deploy the voice assistant to.
5. Select the Telephony provider tab.
6. From the Select communication channels dropdown, select Session Initiation Protocol (SIP).
7. From the CCaaS provider dropdown, select Genesys.

   Enter the Transfer number/address and note the following generated values. You will need these to configure the SIP trunk in your Genesys Cloud account.

   Table 1. Genesys SIP configuration fields

   Field	Description
   Transfer number/address	SIP URI to transfer the call to your Genesys Cloud service. Use the format user@domain, where the user part is up to 16 characters and the domain part is up to 256 characters. URI parameters are not supported.
   Transfer method	Read-only. Set to REFER for Genesys Cloud service.
   ServiceNow SIP Trunk information	Read-only. The ServiceNow SIP fully qualified domain name (FQDN) for your region, used to route calls from Genesys Cloud service to the voice assistant. For SIP trunk configuration details including IP addresses and FQDNs per region, see KB3023612.
   x-snc-param	Read-only. Generated token to send to your Genesys Cloud account to authenticate requests to the voice assistant.

   Figure 1. Genesys SIP integration configuration

   

8. Enable context data persistence for the voice service.
   1. Navigate to sys_now_assist_deployment_config_attributes.list and check whether a persist_context_data attribute exists for your voice service.
   2. If the attribute exists, open it and set Value to true.

      Figure 2. Setting persist_context_data to true

   3. If the attribute does not exist, navigate to sys_now_assist_deployment_config.list, open your voice assistant's deployment configuration record, and copy its sys_id.
      To copy the sys_id, right-click the record header bar and select Copy sys_id.
   4. Navigate to sys_now_assist_deployment_config_attributes.list, click New, set Deployment Configuration to the sys_id you copied, Name to persist_context_data, and Value to true, then click Submit.
9. In your Genesys Cloud account, configure the SIP trunk using the ServiceNow SIP FQDN and authentication token.
   Use the ServiceNow SIP Trunk information and the x-snc-param token generated in the previous step. For SIP trunk configuration details, see KB3023612.

Result

Genesys Cloud service is connected to your ServiceNow voice assistant. Incoming calls routed through Genesys Cloud service are handled by the AI voice agent, which responds with a greeting and processes the caller's requests.

What to do next

For live agent transfer configuration and advanced SIP trunk settings, refer to your Genesys Cloud documentation or contact Genesys support.