Source note · CRM and CTI integration patterns for contact centers
For voice call routing in the Genesys ServiceNow integration, the OpenFrame configuration must have Enable interaction controls selected.
Checked 2026-10-01
- Vendor
- Genesys
- Product
- Genesys Cloud
- Subsystem
- ServiceNow OpenFrame integration
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-01
- Checked
- 2026-10-01
Sources
- Create an OpenFrame configuration in ServiceNow — Genesys · tier 2 current vendor documentation · procedure step 5
Cite this note
APA
WarmTransfer. (2026, October 1). CRM and CTI integration patterns for contact centers: source note cti-crm-integration-patterns-genesys-openframe-voice-ctls. WarmTransfer. https://warmtransfer.net/knowledge/claims/cti-crm-integration-patterns-genesys-openframe-voice-ctls
BibTeX
@misc{warmtransfer-claim-cti-crm-integration-patterns-genesys-openframe-voice-ctls,
title = {CRM and CTI integration patterns for contact centers: source note cti-crm-integration-patterns-genesys-openframe-voice-ctls},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/cti-crm-integration-patterns-genesys-openframe-voice-ctls},
note = {Source note cti-crm-integration-patterns-genesys-openframe-voice-ctls, checked 2026-10-01}
}