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  • 1.  Unified Experience from Genesys and ServiceNow

    Posted 8 days 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 8 days 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
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    Original Message


  • 3.  RE: Unified Experience from Genesys and ServiceNow

    Posted 8 days 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


  • 4.  RE: Unified Experience from Genesys and ServiceNow

    Posted 8 days ago

    Hello,


    We have followed the instructions provided in the referenced document. Unfortunately, nothing is working.
    The issues were escalated to our ServiceNow integrator, with no progress to date. For the past three weeks, the matter has also been escalated to ServiceNow Professional Services, again without any improvement.


    I would be interested to know whether anyone has successfully deployed Unified Experience.


    Best regards,
    Lionel



    ------------------------------
    Lionel Florence
    Directeur UDJ
    ------------------------------

    Original Message


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