Call controls in the ServiceNow UI workspace
In ServiceNow, the Interaction Control Component (ICC) integrated with the CSM Configurable Workspace enables you to manage voice calls directly within 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.
