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  • 1.  Unified Experience from Genesys and ServiceNow

    Posted 7 hours ago

    Hello,

    Is there a documentation available to explain what exactly to configure to be able to popup the corresponding contact when receiving a call with Unified Experience ?

    For the time being, when receiving a call, an interaction is opened in ServiceNow but not linked to the contact.

    I changed the inbound callflow to set participant data (to change ANI format tel:+ for +), and create an attribute mappings section into the Genesys integration JSON, but it doesn't work.

    Any idea ?

    Thank you


    #API/Integrations

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    Ben
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  • 2.  RE: Unified Experience from Genesys and ServiceNow

    Posted 6 hours ago

    Good Day Benjamin

    I found the following post from last year, not sure if its related to your current problem - https://community.genesys.com/discussion/servicenow-unified-experience

    https://help.genesys.cloud/articles/about-unified-experience-from-genesys-and-servicenow/

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 3.  RE: Unified Experience from Genesys and ServiceNow

    Posted 6 hours ago
      |   view attached

    Hi Benjamin

    I also found the attached document, not sure if this might help.

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


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