{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":23469,"path":"intelligent-experiences/integrate-voice-service-with-genesys.md","title":"Integrate ServiceNow voice assistant with Genesys Cloud service \\(Audio Connector\\)","bundle":null,"doc_type":null,"release":"australia","body":"\n# Integrate ServiceNow voice assistant with Genesys Cloud service \\(Audio Connector\\)\n\nEnable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with Genesys Cloud service using the Audio Connector integration.\n\n## Before you begin\n\n- Be aware of Genesys Audio Connector limits and throttling policies. See [Organization rate limits](https://developer.genesys.cloud/organization/organization/limits) and [Platform API rate limits](https://developer.genesys.cloud/platform/api/rate-limits) for more information.\n- Be sure to host the ServiceNow instance in a region the same as or closer to the region where the Genesys Cloud service is hosted to minimize latency.\n- If you want to route live agent transfer via Advanced Work Assignment \\(AWA\\), download and install the [Unified Experience from Genesys - Core](https://store.servicenow.com/store/app/6ebe67ea1b646a50a85b16db234bcb54) and [Unified Experience from Genesys](https://store.servicenow.com/store/app/cdff6b621ba46a50a85b16db234bcba3) Store apps.\n\nRole required: sn\\_aia.admin\n\n## About this task\n\nConnect your Genesys Cloud contact center to a ServiceNow voice assistant using the Audio Connector integration and the WebSocket communication channel. After the integration is configured, Genesys Cloud routes calls to the ServiceNow voice assistant through the Audio Connector. When call handling is complete, the integration supports transferring the caller to a live agent queue.\n\n## Procedure\n\n1. Navigate to **All** > **Conversational Interfaces** > **Assistant Designer** > **Assistants**.\n\n2. Find the voice assistant that you want to connect to Genesys Cloud service and select **Edit**.\n\n3. Select **Communication channels** from the guided setup navigation.\n\n4. In the **Provider application** field, select the provider application to deploy the voice assistant to.\n\n5. Select the **Telephony provider** tab.\n\n6. From the **Communication channel** dropdown, select **WebSocket**.\n\n7. From the **CCaaS provider** dropdown, select **Genesys**.\n\n The following fields are generated. Copy these values to configure the Audio Connector integration in your Genesys Cloud account.\n\n\n
\n\nField\n\n\n\nDescription\n\n
\n\nBase connection URI\n\n\n\nRead-only. Autogenerated WebSocket URL to connect your Genesys Cloud Audio Connector to the ServiceNow voice assistant. Copy the URL for use in the Audio Connector configuration.If you do not see the URL, make sure an endpoint is associated with the `sys_service` record for AIVoiceAgents. This endpoint is used to generate the URL required for your integration. If no endpoint is present in the record, click Refresh Connections to populate it.\n\n
\n\nConnector ID\n\n\n\nRead-only. Autogenerated identifier for the Genesys Cloud Audio Connector. Copy the value for use in the Audio Connector configuration.\n\n
\n\nClient secret\n\n\n\nRead-only. Base64-encoded client secret used to provide secure access to the required resources. Copy the value for use in the Audio Connector configuration.For more information on Client secret and API key, see [Client Authentication](https://developer.genesys.cloud/devapps/audiohook/security#client-authentication).\n\n
\n\nAPI key\n\n\n\nRead-only. API key to authenticate your Genesys Cloud service to the ServiceNow voice assistant. Copy the value for use in the Audio Connector configuration.\n\n
\\[Omitted image \"voice-agents-genesys-integration.png\"\\] Alt text: Genesys Cloud service integration configuration.\n\n8. Enable context data persistence for the voice service.\n\n 1. Navigate to `sys_now_assist_deployment_config_attributes.list` and check whether a `persist_context_data` attribute exists for your voice service.\n\n 2. If the attribute exists, open it and set **Value** to `true`.\n\n \\[Omitted image \"voice-agents-persist-context-data.png\"\\] Alt text: The persist\\_context\\_data configuration attribute record for the voice service with its value set to true.\n\n 3. If the attribute does not exist, navigate to `sys_now_assist_deployment_config.list`, open your voice assistant's deployment configuration record, and copy its `sys_id`.\n\n To copy the `sys_id`, right-click the record header bar and select **Copy sys\\_id**.\n\n 4. Navigate to `sys_now_assist_deployment_config_attributes.list`, click **New**, set **Deployment Configuration** to the `sys_id` you copied, **Name** to `persist_context_data`, and **Value** to `true`, then click **Submit**.\n\n When `persist_context_data` is enabled, the voice assistant saves the session context as an `interaction_context` record named `bot_context_data` after each call. For details about the stored fields, see [Bot context data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/voice-agent-reference.md).\n\n9. Create Audio Connector integration.\n\n 1. Navigate to **Menu** > **IT and Integrations** > **Integrations** and select **Add new integration**.\n\n 2. Select **Audio Connector** as the integration type and select **Install**.\n\n 3. In the Details tab, name the integration, for example, Audio Connector - Voice.\n\n 4. In the **Configuration** tab, select **Properties**, and add the Base connection URI from your ServiceNow voice assistant integration for Genesys Cloud in the Base connection URI field.\n\n .\\[Omitted image \"voice-agents-genesys-integrations-config.png\"\\] Alt text: Audio Connector integration setup in Genesys Cloud service.\n\n 5. Select **Credentials**, and add the API key and Client secret obtained from ServiceNow voice assistant integration for Genesys Cloud.\n\n 6. Select **Save**.\n\n10. Architect the inbound call flow.\n\n 1. Use the search bar to navigate to Architect and create the inbound call flow according to your requirements.\n\n **Note:**\n\n In the **Connector ID** field, enter the Connector ID obtained from creating ServiceNow voice assistant integration for Genesys Cloud.\n\n If you intend to use live agent transfer as the fallback option, add the transfer logic in the call flow and validate the flow.\n\n \\[Omitted image \"voice-agents-genesys-architect-flow.png\"\\] Alt text: Sample call flow in Genesys Cloud service.\n\n 2. Select **Save** to save and **Publish** to publish the call flow.\n\n11. Configure call routing.\n\n 1. Use the search bar to navigate to Call Routing and create a call route.\n\n For more information on creating a call flow routing, see [Add a call route](https://help.mypurecloud.com/articles/add-a-call-route/).\n\n 2. Assign the inbound call flow that you created earlier to the call route.\n\n 3. Select **Save**.\n\n \\[Omitted image \"voice-agents-genesys-integration-call-routing.png\"\\] Alt text: Call routing setup in Genesys Cloud service.\n\n12. Assign a phone number to the call route.\n\n 1. Use the search bar to navigate to Telephony and select DID numbers.\n\n 2. Select a DID number and assign the number to the call route created earlier.\n\n\n**Parent Topic:**[Integrating voice assistant with CCaaS provider](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/integrating-voice-service-with-ccaas-providers.md)\n\n"}}