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. Inicie sesión en ServiceNow.
2. Navigate to All > Service Channels.
3. Hacer clic Nuevo.
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.

Create external queues within the ServiceNow platform that map back to the Genesys queues to facilitate external routing. 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?

Configure the Unified Experience integration in Genesys Cloud to set a default voice queue. You can use any phone queue and this configuration does not impact other queues.

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

1. Inicie sesión en 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.