Genesys Cloud - Main

Hi everyone

Just wondering, if anyone has experience with installation servicenow unified plugin, especially for screenpop.

How to setup screeenpop in servicenow unified plugin, so if inbound call comes in, it will lookup servicenow contact based on customer phone.

Currently what i can get is see below screenshot only, unable to lookup contact by customer phone

Appreciate for all advise

thank you

#API/Integrations
#Unsure/Other

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Fransiska Hendra
NA
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Hello Fransiska, 

Have you followed these steps to get the integration in your environment? Its very important to follow all the steps. If you have, you might need to open a case with customer care to so they can check your configuration to see where the disconnect is between Genesys and ServiceNow. 

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Cameron
Online Community Manager/Moderator
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hi Cameron,

Thanks for advise, yes i have followed steps in link.

Yes, i have asked to customer care, they have response that the screenpop based on customer ANI in servicenow unified not available yet.

Thank you 

Fransiska

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Fransiska Hendra
NA
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Original Message:
Sent: 05-28-2025 08:28
From: Cameron Tomlin
Subject: ServiceNow Unified Experience

Hello Fransiska, 

Have you followed these steps to get the integration in your environment? Its very important to follow all the steps. If you have, you might need to open a case with customer care to so they can check your configuration to see where the disconnect is between Genesys and ServiceNow. 

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Cameron
Online Community Manager/Moderator
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