--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Integrating voice assistant with CCaaS provider # Integrating voice assistant with CCaaS provider {#ariaid-title1} Release version: Australia Updated June 4, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Integrating voice assistant with CCaaS provider This guide details how ServiceNow customers can enable voice-based support by integrating the ServiceNow AI voice assistant with third-party Contact Center as a Service (CCaaS) providers. This integration allows users to interact with AI voice agents via telephony or mobile applications through configured communication channels. Show full answer Show less When setting up or editing a voice assistant, you must select a Provider application to deploy the assistant, which defines how the assistant connects with users. Communication channels are divided into two types: * **Telephony provider:** Connects the voice assistant to a phone network. * **Web Real-Time Communication (WebRTC):** Connects the voice assistant to mobile applications. ## Supported CCaaS Providers and Configuration ServiceNow supports integration with multiple CCaaS providers, each requiring specific configuration fields. The key providers and their integration highlights are: * **Twilio Voice Service (WebSocket):** Requires an authentication token and uses an autogenerated URL to connect the voice assistant. * **Genesys Cloud Service:** * **Audio Connector (WebSocket):** Copy autogenerated credentials (connection URI, connector ID, client secret, API key) into Genesys Cloud account. * **SIP Channel:** Configure transfer number/address as SIP URI, transfer method set to REFER, and use ServiceNow SIP trunk details for call routing and authentication. * **Amazon Connect (PSTN):** Uses BYE transfer method and OAuth2 client ID and secret for authenticating call context requests. * **3CLogic (WebSocket):** Requires copying autogenerated WebSocket URL, client secret, and client ID to the 3CLogic account. * **Five9 (SIP):** Uses BYE transfer method, with ServiceNow SIP trunk details and authentication token provided for integration. * **NICE CXone (SIP):** Requires NICE API credentials (API endpoint, token endpoint, username, password, client ID, client secret) and ServiceNow SIP trunk information for routing and authentication. * **Custom SIP Provider:** Allows integration with any SIP-capable telephony system not predefined. You configure transfer method (REFER or BYE) and transfer number/address as SIP URI. ## Key Configuration Considerations When configuring telephony providers, you select the communication channel type and the CCaaS provider. Credentials and connection details (such as URLs, client IDs, secrets, and SIP URIs) are mostly autogenerated and must be copied into the respective CCaaS accounts to complete integration. ServiceNow generates SIP trunk information unique to your region, which is needed to route calls from the CCaaS provider to the voice assistant securely. Authentication tokens must be included in your CCaaS or telephony system configurations to authorize requests. Context transport format options determine how conversation context is maintained across call transfers: * **X-snc-context:** Uses ServiceNow proprietary SIP headers to maintain session state. * **User-to-User (UUI):** Uses standard SIP User-to-User headers if supported by your telephony system. * **None:** No session or interaction data is passed between systems. ## Practical Benefits for ServiceNow Customers * Enable AI-driven voice support by connecting ServiceNow voice assistants with leading CCaaS platforms. * Leverage telephony and mobile communication channels to provide flexible, voice-based user support. * Maintain conversation context and session metadata across call transfers and handoffs for seamless user experiences. * Use autogenerated credentials and integration details to simplify setup and ensure secure, authenticated communication. * Customize integration with proprietary or less common telephony systems via the Custom SIP provider option. Enable users to get voice-based support from ServiceNow AI voice agents by integrating ServiceNow voice assistant with supported third-party Contact Center as a Service providers (CCaaS). When you create or edit a voice assistant, you configure communication channels to define how the assistant connects to users. Select a Provider application to deploy the assistant to --- this field is required for all communication channel types and appears above the channel tabs.{#integrating-voice-service-with-ccaas-providers__integrating-voice-service-with-ccaas-providers-p-1} Communication channels are organized into two tabs:{#integrating-voice-service-with-ccaas-providers__integrating-voice-service-with-ccaas-providers-p-2} * Telephony provider --- connects the voice assistant to a phone network. * Web Real-Time Communication (WebRTC) --- connects the voice assistant to mobile applications. {#integrating-voice-service-with-ccaas-providers__ul_comm_channel_tabs} Note: To configure a telephony provider, select a communication channel type from the Communication channel drop-down, then select a CCaaS provider. The available CCaaS providers depend on the selected channel type. To remove a linked provider, select Unlink this provider. ## Telephony providers {#integrating-voice-service-with-ccaas-providers__section_telephony_providers} The following sections describe the configuration fields for each supported CCaaS provider under the Telephony provider tab.{#integrating-voice-service-with-ccaas-providers__section_telephony_providers-p-1} ## Twilio voice service (WebSocket) {#integrating-voice-service-with-ccaas-providers__section_twilio} {#integrating-voice-service-with-ccaas-providers__table_twilio_provider_fields__entry__2} | Field | Description | |-|-| | Authentication Token | Authentication token to authenticate to your Twilio voice service account. | | URL | Read-only. Autogenerated URL to connect Twilio voice service to the voice assistant. | [Table 1. Twilio voice service configuration fields] {#integrating-voice-service-with-ccaas-providers__table_twilio_provider_fields} ## Genesys voice service (Audio Connector) {#integrating-voice-service-with-ccaas-providers__section_genesys_ac} Genesys uses the Audio Connector integration and the WebSocket channel type. After the configuration is saved, copy the generated credentials and paste them into your Genesys Cloud account to complete the integration.{#integrating-voice-service-with-ccaas-providers__section_genesys_ac-p-1} {#integrating-voice-service-with-ccaas-providers__table_genesys_ac_provider_fields__entry__2} | Field | Description | |-|-| | Base connection URI | Read-only. Autogenerated WebSocket URL to connect the Genesys Cloud Audio Connector to the voice assistant. Copy this value to your Genesys Cloud account. | | Connector ID | Read-only. Autogenerated identifier for the Genesys Cloud Audio Connector. Copy this value to your Genesys Cloud account. | | Client secret | Read-only. Base64-encoded client secret for secure access. Copy this value to your Genesys Cloud account. | | API key | Read-only. API key to authenticate your Genesys Cloud service to the voice assistant. Copy this value to your Genesys Cloud account. | [Table 2. Genesys Audio Connector configuration fields] {#integrating-voice-service-with-ccaas-providers__table_genesys_ac_provider_fields} ## Genesys voice service (SIP) {#integrating-voice-service-with-ccaas-providers__section_genesys} {#integrating-voice-service-with-ccaas-providers__table_genesys_provider_fields__entry__2} | Field | Description | |-|-| | Transfer number/address | SIP URI to transfer the call to the Genesys voice 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 voice service. | | ServiceNow SIP Trunk information | Read-only. The ServiceNow SIP fully qualified domain name for your region, used to route calls from Genesys voice service to the voice assistant. For configuration details, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612). | | x-snc-param | Read-only. Generated token to send to your Genesys CCaaS account to authenticate requests to the voice assistant. | [Table 3. Genesys voice service configuration fields] {#integrating-voice-service-with-ccaas-providers__table_genesys_provider_fields} ## Amazon Connect (PSTN) {#integrating-voice-service-with-ccaas-providers__section_amazon_connect} {#integrating-voice-service-with-ccaas-providers__table_amazon_connect_provider_fields__entry__2} | Field | Description | |-|-| | Transfer method | Read-only. Set to BYE for Amazon Connect. | | Call context API | Read-only. The URL that Amazon Connect uses to send call context data to the voice assistant. | | Client ID | Read-only. Generated client ID for OAuth2 authentication of call context requests from Amazon Connect to the voice assistant. | | Client Secret | Read-only. Generated client secret for OAuth2 authentication of call context requests from Amazon Connect to the voice assistant. | [Table 4. Amazon Connect configuration fields] {#integrating-voice-service-with-ccaas-providers__table_amazon_connect_provider_fields} ## 3CLogic (WebSocket) {#integrating-voice-service-with-ccaas-providers__section_3clogic} 3CLogic uses the WebSocket channel type. After the configuration is saved, copy the generated credentials and paste them into your 3CLogic account to complete the integration.{#integrating-voice-service-with-ccaas-providers__section_3clogic-p-1} {#integrating-voice-service-with-ccaas-providers__table_3clogic_provider_fields__entry__2} | Field | Description | |-|-| | URL | Read-only. Autogenerated WebSocket URL to connect the 3CLogic voice service to the voice assistant. Copy this value to your 3CLogic account. | | Client secret | Read-only. Generated client secret to authenticate requests from 3CLogic to the voice assistant. Copy this value to your 3CLogic account. | | Client id | Read-only. Generated client ID to authenticate requests from 3CLogic to the voice assistant. Copy this value to your 3CLogic account. | [Table 5. 3CLogic configuration fields] {#integrating-voice-service-with-ccaas-providers__table_3clogic_provider_fields} ## Five9 (SIP) {#integrating-voice-service-with-ccaas-providers__section_five9} {#integrating-voice-service-with-ccaas-providers__table_five9_provider_fields__entry__2} | Field | Description | |-|-| | Transfer method | Read-only. Set to BYE for Five9. | | ServiceNow SIP Trunk information | Read-only. The ServiceNow SIP fully qualified domain name (FQDN) for your region, used to route calls from Five9 to the voice assistant. For configuration details, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612). | | x-snc-param | Read-only. Generated token to send to your Five9 account to authenticate requests to the voice assistant. | [Table 6. Five9 configuration fields] {#integrating-voice-service-with-ccaas-providers__table_five9_provider_fields} ## NICE CXone (SIP) {#integrating-voice-service-with-ccaas-providers__section_nice} NICE CXone uses the SIP channel type. Enter the NICE API credentials from your CXone account, then use the generated ServiceNow SIP Trunk information to configure the SIP trunk in CXone.{#integrating-voice-service-with-ccaas-providers__section_nice-p-1} {#integrating-voice-service-with-ccaas-providers__table_nice_api_cred_fields__entry__2} | Field | Description | |-|-| | API endpoint | The CXone API base URL. Must be a valid NICE domain, such as `https://cxone.niceincontact.com` or `https://cxone-gov.niceincontact.com`. | | Token endpoint | The CXone OAuth token URL used to generate authentication tokens. Must be a valid NICE domain. | | Username | The access key ID from your CXone account. Work with your Nice account team to obtain this credential. | | Password | The access key secret from your CXone account. This value is only displayed once when generated. Copy it before navigating away. | | Client ID | The OAuth client ID from your CXone account. | | Client Secret | The OAuth client secret from your CXone account. | [Table 7. NICE API credentials] {#integrating-voice-service-with-ccaas-providers__table_nice_api_cred_fields} {#integrating-voice-service-with-ccaas-providers__table_nice_sip_fields__entry__2} | Field | Description | |-|-| | Transfer number/address | SIP URI or phone number to transfer the call to your CXone service. Use the format `user@domain`. | | Transfer method | Read-only. Set to REFER for CXone. | | ServiceNow SIP FQDN | Read-only. The ServiceNow SIP fully qualified domain name (FQDN) for your region, used to route calls from CXone to the voice assistant. For configuration details, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612). | | x-snc-param | Read-only. Generated token to send to your CXone account to authenticate requests to the voice assistant. | [Table 8. ServiceNow SIP Trunk information] {#integrating-voice-service-with-ccaas-providers__table_nice_sip_fields} ## Custom (SIP) {#integrating-voice-service-with-ccaas-providers__section_custom} Use the Custom provider option to connect the voice assistant to any SIP-capable telephony system that is not available as a named CCaaS provider. Inbound calls arrive over a customer-provided SIP trunk and are handled by the AI voice agent.{#integrating-voice-service-with-ccaas-providers__section_custom-p-1} {#integrating-voice-service-with-ccaas-providers__table_custom_transfer_fields__entry__2} | Field | Description | |-|-| | Transfer method | Select REFER or BYE depending on the transfer protocol supported by your telephony system. Selecting BYE hides the Transfer number/address field. | | Transfer number/address | SIP URI to transfer the call to your telephony system. Use the format `user@domain`. Visible only when Transfer method is set to REFER. | [Table 9. Transfer configuration fields] {#integrating-voice-service-with-ccaas-providers__table_custom_transfer_fields} {#integrating-voice-service-with-ccaas-providers__table_custom_context_format__entry__2} | Option | Description | |-|-| | X-snc-context (default) | Passes conversation context using the ServiceNow proprietary SIP header. Maintains conversation state and session metadata across call transfers, handoffs, and interactions. | | User-to-User (UUI) | Passes conversation context using the standard SIP User-to-User header, enabling transfers without losing conversation state. Use this option when your telephony system supports the SIP UUI header. | | None | No session or interaction data is shared between systems. | [Table 10. Context transport format options] {#integrating-voice-service-with-ccaas-providers__table_custom_context_format} {#integrating-voice-service-with-ccaas-providers__table_custom_sip_trunk_info__entry__2} | Field | Description | |-|-| | ServiceNow SIP FQDN | Read-only. The ServiceNow SIP fully qualified domain name (FQDN) for your region, used to route calls from your telephony system to the voice assistant. For configuration details, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612). | | x-snc-param | Read-only. Generated token to authenticate requests from your telephony system to the voice assistant. Pass this value as a SIP header when configuring your SIP trunk. | [Table 11. ServiceNow SIP Trunk information] {#integrating-voice-service-with-ccaas-providers__table_custom_sip_trunk_info} * **[Integrate ServiceNow voice assistant with Twilio voice service](https://www.servicenow.com/docs/q_UlatPBPd7RbYsfVseDPw)** Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the Twilio voice service. * **[Integrate ServiceNow voice assistant with Genesys Cloud service (Audio Connector)](https://www.servicenow.com/docs/zqRxbw4ZjeLUxBTkWZg8BA)** Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with Genesys Cloud service using the Audio Connector integration. * **[Integrate ServiceNow voice assistant with Genesys Cloud service (SIP)](https://www.servicenow.com/docs/183KW1yIAfuIqyQaUxt1xw)** 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. * **[Integrate ServiceNow voice assistant with 3CLogic](https://www.servicenow.com/docs/rpB4e1modzA9bAhrvcrUOQ)** Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the 3CLogic voice service. * **[Integrate ServiceNow voice assistant with Amazon Connect](https://www.servicenow.com/docs/gzaJ5~aLNVWQB1t4YJozgQ)** Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Amazon Connect. * **[Integrate ServiceNow voice assistant with Five9](https://www.servicenow.com/docs/Wg18bkFgO1w3pnI9SKN42g)** Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Five9 voice service. * **[Integrate ServiceNow voice assistant with Nice CXone](https://www.servicenow.com/docs/ORlyUrwyFVBZyo8_OMKiLA)** Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Nice CXone. * **[Integrate ServiceNow voice assistant with a custom SIP provider](https://www.servicenow.com/docs/k0UEICOSeVfLh2rReaSYDw)** Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with a custom Session Initiation Protocol (SIP) provider.