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  • 1.  Calls are not being delivered to the Unified Experience from Genesys and ServiceNow

    Posted 03-27-2026 06:02

    Hi everyone,

    We are currently trying to implement the Unified Experience from Genesys and ServiceNow. We have followed all the steps in the documentation and completed the required configuration on both the ServiceNow and Genesys Cloud sides.

    The status mapping between Genesys Cloud and ServiceNow appears to be working correctly. However, calls are not being delivered to the agent within ServiceNow.

    It seems that at the moment the interaction is offered, the agent is immediately set to a "NOT RESPONDING" status in Genesys Cloud. Additionally, the call notification does not appear in the ServiceNow workspace, so the agent has no opportunity to accept the call interaction.

    Does anyone have suggestions on how to resolve it?

    Thank you


    #API/Integrations

    ------------------------------
    Hafid Bourich
    Technisch Consultant
    ------------------------------


  • 2.  RE: Calls are not being delivered to the Unified Experience from Genesys and ServiceNow

    Posted 03-27-2026 10:43

    One question: does the "not respond" status also occur when only Genesys is involved?

    I'm thinking of 3 possible causes for this status:
     
    1 - The agent didn't accept the interaction (it's worth putting it in auto-answer mode to test if it still doesn't work)
     
    2 - The agent reject the interaction
     
    3 - Some communication problem caused Genesys to not find the agent's Webrt.

    In Genesys, perform the following test:

    If everything turns green, great.
    If something turns red, it's a network communication problem.

    Then perform the same test using ServiceNow.

    (I don't have one here, but I believe it's similar to Salesforce)



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 3.  RE: Calls are not being delivered to the Unified Experience from Genesys and ServiceNow
    Best Answer

    Posted 03-27-2026 11:06

    Hi Hafid,

    We had a similar issue before, and in our case it was related to the ServiceNow queue ID, which had changed.
     
    I recommend enabling log capture on the agent screen in ServiceNow and then running a test interaction. After that, check the logs to see which message appears. In our case, the message was:
     
    "An error occurred while attempting to offer ServiceNow interaction XX: External queue with id XX not found"

    After we corrected the queue ID mapping, the scenario was resolved and returned to normal.


    ------------------------------
    Elisson Fernandes
    ------------------------------



  • 4.  RE: Calls are not being delivered to the Unified Experience from Genesys and ServiceNow

    Posted 04-11-2026 10:54
    Edited by Elisson Fernandes 04-11-2026 10:55

    An additional detail, in case someone runs into the same issue: on the Genesys side, the integration ended up configured as shown below.

    In our case, both defaultServiceNowQueue and defaultQueueConfigurations used the same ServiceNow queue ID.

    {
  "fallbackGenesysStatus": "5e5cXXXX-XXXX-XXXX-XXXX-XXXXXXXX29f2",
  "defaultServiceNowQueue": "5f7591f4XXXX6a50XXXX0d44XXXX354b",
  "defaultQueueConfigurations": {
    "voice": "5f7591f4XXXX6a50XXXX0d44XXXX354b"
  },
  "serviceNowProviderId": "63c6XXXX--XXXX-XXXX-XXXX-XXXXXXXXe0bc",
  "statusMappings": [
    {
      "name": "On Queue",
      "genesysStatus": "e08eXXXX-XXXX-XXXX-XXXX-1200XXXX798f",
      "serviceNowStatus": "0b1XXXXXXXXXXXXXXXXXXXXXXXXXX970"
    },
    // other statuses



    ------------------------------
    Elisson Fernandes
    ------------------------------

    Original Message


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