Integration between Servicenow CRM & Aircall is developed by appxconnect and supports Lightning platform and Aircall SDK.

To begin configuring your integration between Servicenow and Aircall, you would require the following:  

• Servicenow instance with administrator privileges & Channel Integration Framework. (Online Version: 9.1 or later).
• Configured setup of your Aircall account with administrator privileges.
  

Network Prerequisites

The following are the network prerequisites

• Whitelist appxconnect's Public IP (177.104.46.240, Port:443) at your firewall for unrestricted access to appxconnect for your user's browser (Same as that for Servicenow)
• Supported Browser : Google Chrome
  

Pop-Up Configuration Prerequsites

The following parameters of your Servicenow are required to complete the integration flow:

• Entity Details Entity Details (Customer Record) in Servicenow to associate a conversation with. Example - When an inbound call or a chat is received, which Entity needs to be Popped on the user screen ? (account, lead, contact or a custom Entity) 
   Required Details : Entity Name , Primary Key Attribute, Primary Key 

   Ex: Entity Name: contact, Primary Key Attribute: fullname, Primary Key: contactid
• Related Entity Details Details of Related Entity. This is not mandatory and is required if there are multiple records associated with the Entity (Customer Record) and another related Entity is needed to identify the Customer Record in context. Example - A Phone number is associated with multiple Netflix accounts and the customer reaches out for a support query with one of their accounts. (Entity Name: phone, Related Entity: accountid) 
  Required Details : Entity Name , Primary Key Attribute, Primary Key, Collection-Valued Navigation Property.
  Ex- Related Entity Name: account, Primary Key Attribute: name, Primary Key: accountid, Collection-Valued Navigation Property: account_primary_contact
• Alternate Entity Details Alternate Pop-Up Options. When a customer record does not exist or does not match with the one queried, users are required to work on an alternate Entity Pop-up. This is not mandatory and is required if such a scenario needs to be addressed.
  Required Details :  Related Entity Primary/Secondary, Entity Name , Entity Property name, Display name.
  Ex- Related Entity Name: contact, Entity name : incident, Entity Property name: customerid, Display Name: New Case

CTI Configuration Prerequisites

The following parameters of your Aircall and Servicenow are required to complete the integration flow:

• Aircall Call Search Parameter Call Search Parameter is the unique ID associated with a call conversation in Aircall that could be used to identify the customer record in Servicenow. For inbound calls, the Call Search Parameter is from , for Outbound, the Call Search Parameter is to.
• Servicenow Call Search Parameter Servicenow Call Search Parameter is the property name in Servicenow entity with corresponding value equal to Aircall Call Search Parameter. 
  Required Details : property name
  Ex- For inbound calls, the Call Search Parameter is from (Customer Phone Number), for Outbound, the Call Search Parameter is to (Customer Phone Number) and the Servicenow Call Search Parameter is telephone1 which is a property name in the Entity: contact.
  

Activity & Auto Updation

The following parameters of your Servicenow are required to complete the integration flow:

• Activity Entity Name for Call The name of the Activity Entity in Servicenow in which data from Aircall related to the call conversation such as, Call Duration,Phone Number, Direction and Call notes need to be auto updated.
  Required Details : Activity Entity Name
  Ex- phonecall is an Activity Entity name in Dynamics365.

Auto Updation

The following parameters of your Servicenow are required to complete the integration flow:

• Activity Entity Property name The property name in Activity Entity into which data from Aircall need to be auto updated.
  Required Details : property name

  Ex- description is the property name in the Activity Entity phonecall into which the data from notesin Aircall is to be auto updated. 

User Input Form & Auto Updation

A Custom User Input field allows users to input data while on a conversation. The collected data can be auto updated into Servicenow customer records.

• Data Label The identifier for the data to be input by the user.
  Ex- Does the Customer Own a House ? 
• Data Type The data type of the user input can be of type : Boolean, String, Integrer, Option Select or Lookup.
  Ex- Does the Customer Own a House ? 
• Activity Entity Property Name The property name in Activity Entity into which data from the user input need to be auto updated.The 
  Ex- Lable Name:  Does the Customer Own a House ?, Datatype : Boolean with Options: Yes and No ; ownshouse is the property name in the Entity phonecall. 

The following Section provides a detailed step by step guide to setup your integration for Genesys Cloud & Servicenow.

Activation

Login as administrator in your Genesys Cloud account and under the integrations section search for appxconnect for Servicenow and click Install.

Once your request is approved, you will recieve an Email from appxconnect with the login details for appxconnect account and the ID. The integration will also be available under appstab in Genesys Cloud admin login.

Choose the App(from Appstab) and proceed with the setup wizard.

Servicenow Domain Address.

Enter your Servicenow domain address in the CRM Domain Address details and choose a CIF version for your Setup.

Configuring Integration flow

For every Campiagn and Workgroup, you can set a seperate integration flow with seperate set of rules such as - Specific CTI Pop, Specific set of Entities for search in Dynamics, Specific rules for Activity creation and Custom User fields for auto updation. 

Click Add to create a integration flow.

Select the group type to choose Queue / Campaign and enter the respective ID to start building the integration flow. 

Follow the setup guide and fill in the details to complete your integration.