In ServiceNow, the Interaction Control Component (ICC) integrated with the CSM Configurable Workspace enables you to manage voice calls directly within the Genesys Cloud interaction screen. You can answer inbound calls and make outbound calls using the ServiceNow native call controls that are displayed in the Genesys Cloud interaction screen. This unified interface enables you to manage all interactions in one place that enhances productivity and experience.

For more information, see Interaction Controls Component (ICC) call interaction features in the ServiceNow documentation.

The Genesys Cloud interaction window provides the following options for voice interactions:

• Phone keypad
• Phone directory
• Call contact

You can either enter a phone number directly or use the phone book to select a queue, agent, or external contact from the list.

Phone book

The Phone directory option available in the interaction window helps you to save time and effort by making quick calls to other agents or queues. The phone book facilitates smooth internal communication and allows agents to collaborate more effectively. To display the list of contacts in the interaction window, click the Phone directory icon. You can choose a contact from the list of agents, queues, or external contacts.

To call a contact, select an agent or queue and dial directly.

Call controls

After an inbound or outbound call connects in the Genesys Cloud interaction window, the window presents the call controls that allow you to manage the call without switching to the ServiceNow workspace. From these controls, you can record the call, mute, place it on hold, or flag the voice interaction. To open the voice interaction page in the corresponding workspace and view call details, click Open interaction.

Secure pause

When you record a voice call interaction, you can start, stop, pause, and resume the recording at any time. This flexibility ensures that sensitive information is not recorded and helps maintain compliance with privacy requirements.

Agent availability during call transfer

When you search for an agent to transfer a call, the ServiceNow call control displays the agent’s presence status along with their real-time availability. The displayed status reflects the agent’s Genesys Cloud presence status. The call indicator shows whether the target agent is actively handling interactions, helping you make informed transfer decisions.

The following illustration shows an agent who is on queue and is actively engaged in a call:

If the agent is not handling any calls, only the agent’s presence is displayed and the call indicator does not appear.