Configure Unified Experience for voice and native call controls

Service channel for phone must be set up and active in ServiceNow. For more information, see Create or configure a service channel.

1. Log in to ServiceNow.
2. Navigate to All > Service Channels.
3. Click New.
4. Enter the following information for the service channel:
   • Name –  Name of the service channel to be configured.
   • Inbox Order – The order in which the service channel items appear in the agent inbox.
   • Active – Select the option.
   • Table – Select Interaction [interaction] from the list. 
   • Assign to field – Select Assigned to from the list. Field that references the user assigned to the item.
   • Assignment group field – Select Assignment group from the list. Field that references the assignment group assigned to the item.
   • Type – Select Phone from the list.
   • Default work item size – Enter 1 as the value.
   • Default capacity – Enter 1 as the value.
5. Under the Capacity and Utilization section, enter the following details:
   • Default work item size – Enter 1 as the value.
   • Default capacity – Enter 1 as the value.
   • Utilization condition – Add the following conditions:
     • Type is Phone
     • State is one of New or Work in Progress
6. Click Submit or Update.

Before you create external queues:

• Create and configure queues in Genesys Cloud.

You can either import all the queues directly from Genesys Cloud in ServiceNow or create external queues within the ServiceNow platform that map back to the Genesys queues to facilitate external routing.

Import queues in ServiceNow

Import queues from Genesys Cloud to ensure that customer interactions are routed to the appropriate agents based on their skills and availability.

1. In ServiceNow, navigate to All > Contact Center Integration Center > CCaaS Admin Console.
2. Under Settings, select Import Queues.
3. Select Genesys Cloud as the contact center provider to import queues from.
4. Search for specific queues from Genesys Cloud.
5. For the selected queue, select the service channels that you like to assign to the queue.
6. Click Import.

To confirm successful import, review the list of queues.

Create queues in ServiceNow

With the setup of Unified Experience from Genesys and ServiceNow integration, administrators can now create queues in ServiceNow that are externally routed to Genesys Cloud. When you create a queue in ServiceNow, select the following options:

• Service channel – Phone
• Condition mode – Simple
• Work item routing condition – Type > is > Phone
• External – Select the option. Under the External third-party routing section, enter the queue ID:
  • Provider queue ID – Enter the Genesys Cloud queue ID. For more information, see How can I get the queue ID for my queue in Genesys Cloud?

Retrieve the sys_id of the external queue that you created in ServiceNow. 

1. Log in to Genesys Cloud.
2. Navigate to Admin > Integrations.
3. Select the Unified Experience from Genesys and ServiceNow integration.
4. Select the Configuration tab and then choose Advanced option.
5.  In the JSON configuration, locate the following fields and replace them with the sys_id of the external queue:
   • defaultServiceNowQueue
   • defaultQueueConfigurations
6. Click Save and apply the changes.

Genesys Cloud will now use the specified ServiceNow external queue as the default voice queue within the Unified Experience integration.