Call on behalf of queue in Unified Experience

AI-generated summary

Genesys Cloud interaction window enables users to make outbound calls on behalf of queues within the ServiceNow workspace. The Queue Activation component displays available queues and requires installation as a prerequisite. Users can activate or deactivate queues by clicking the Select Queue icon, which turns blue when selected. The system allows selection of any queue, including those from which users don't receive interactions. When no queue is selected, outbound calls are made without queue association. The functionality integrates with ServiceNow UI workspace call controls and other Genesys Cloud components.

PrerequisitesClick to expand

Call on behalf of queue in the Genesys Cloud interaction window

In the ServiceNow workspace, you can make an outbound call on behalf of a queue using the Genesys Cloud interaction window. The Queue Activation component in the workspace displays the list of queues that you belong to and allows you to activate or deactivate a queue. For each queue, the Select Queue icon is displayed.

This image is a screenshot of the queue activation component in the ServiceNow workspace.

To select a queue, click the Select Queue icon. When selected, the icon is highlighted in blue and the Genesys Cloud interaction window displays the queue selected:

This image is a screenshot of the Genesys Cloud interaction window displayed in the ServiceNow workspace.

Note: You can also select queues from which you do not receive interactions.

When no queue is selected, the outbound call is not made on behalf of any queue.

For more information, see Use Genesys Cloud components in ServiceNow and Call controls in the ServiceNow UI workspace.

Call on behalf of queue in the ServiceNow Global Call window

Advanced outbound calling enables you to place manual outbound calls in the ServiceNow Global Call window on behalf of a selected queue. The selected queue context is passed to Genesys Cloud for routing.

The queue selected in the Queue Activation component is synchronized with the ServiceNow Global Call window. The queue selection applies to all subsequent outbound calls and remains active until it is changed.

This image is a screenshot of the ServiceNow Dialpad UI.

For more information, see Selecting queues for outbound calls in the ServiceNow documentation.

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