Notify

Add a participant to a conference call to participate in the discussion to resolve the major incident.

Configure Answering Machine Detection (AMD) to determine if a human has picked up the call or not.

Default Notify workflow generally performs a single action, such as initiating a phone call. You can create custom Notify workflow activities to implement more complex functionality.

Notify workflow activities provide JavaScript functions that are invoked automatically when your telephony provider broadcasts certain events.

Notify workflow activities manage calls and SMS messages in Notify.

Notify administrators, major incident managers, or communications managers can manage conference calls.

Notify supports multiple languages when using text-to-speech.

Notify allows you to initiate conference calls and send SMS alerts from task records.

Send and receive SMS messages using Notify.

Use Notify with incident communication plan to send SMS messages or start conference calls.

When using both Notify and On-Call Scheduling, you can send On-call escalation notifications as SMS messages, in addition to emails.

Number groups allow you to group Notify phone numbers and share workflows across grouped numbers.

The On-Call: Assign by Acknowledgement workflow is provided with Notify.

Configure On-Call Scheduling with Notify to always use a user's preferred communication channel.

Notify processes incoming calls using workflow activities.

Make an outgoing call or send an SMS using Twilio and trigger callbacks to ServiceNow to test whether Twilio can reach the instance. You can also view when the last callback test was run, its status, and the test logs.

Notify Cisco Webex Connector enables you to manage and initiate a Webex meeting directly from an incident.

You can configure Amazon Polly as the default voice by overriding the default voice tone for text to speech.

Configure Notify to receive the event information from Zoom. An event is usually any action that is related to a meeting.

Configure the Cisco Webex as an OAuth provider and allow the ServiceNow instance to request OAuth 2.0 tokens.

Configure a conference provider or a phone number to be used as choices for initiating a conference call. For sending SMS, configure preferences for phone numbers.

Configure and use Notify application with the third-party applications in your environment to resolve the incidents.

Create an app in Cisco portal to make outbound calls from an incident using Webex.

Create a communication plan or add a new communication task to an existing communication plan to resolve a major incident from the major incident management workbench.

Create a credential record for the Notify connector for Cisco Webex account. The Notify connector for Cisco Webex Spoke connection and credential alias uses these credentials to authorize actions.

Create a credential record for the Notify with Cisco Webex account.

Describes the differences between the Notify-Twilio and Notify-Twilio Direct drivers, including architecture, workflows, Twilio support, and task-initiated conference calls.

Describes the differences between the Notify and Legacy Notify applications, including architecture, workflows, Twilio support, and task-initiated conference calls.

Disable Zoom meeting password so that you can join a Zoom meeting without any meeting password.

Use and integrate Notify with the third-party service providers as a communication channel to meet with the stakeholders to resolve the incidents.

Initiate a Webex conference from the MIM workbench to work towards the resolution of the major incident.

You can install the Notify Cisco Webex Connector application (sn_notify_webex) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Several types of components are installed with the Notify application.

Several types of components are installed with the Twilio Direct driver for integration with Notify.

You can join an active conference call from an incident to discuss about the resolution of an incident.

After a conference call is initiated, join the call to participate in the discussion or end the call when the conference is no longer required.

Make Notify Cisco Webex Connector as a default communication channel to initiate a meeting to resolve the major incidents.

Add and manage multiple participants on the conference including self-joining in to the conference call and end the conference call when the discussion is over.

Manage the Notify Webex Connector application properties to configure the meeting capabilities.

Create your own custom flows to use in Notify using Workflow Studio.

Use Notify flows to manage the calls and SMS messages.

Notify provides support for SMS and voice channels on the ServiceNow platform for communicating internally with team members and externally with customers and contractors. The plug-in also provides APIs and workflow activities to achieve the above. Some customers directly make use of the APIs in their products, and others via products like Major Incident Management, On-Call and CTI Softphone.

View the additional information about Notify application in this section.

The Notify-Twilio integration with the Notify-Twilio Direct driver provides APIs and workflow activities for applications to handle various notification features.

Notify provides support for SMS and voice channels for communicating internally with team members and externally with customers and contractors.

The Notify Zoom Connector expands the Notify communication channel by managing and initiating a Zoom meeting directly from any task record such as an incident or a change.

Allow recipients to opt out of receiving text messages.

On-premise customers should ensure that the URLs are accessible from the Internet for the Notify-Twilio driver to work correctly.

Conference calls are listed as system activities in the Activity section of the Incident Communication Plan form and also are listed in the Conference Calls related list.

Notify adds the following business rules.

When creating Notify workflow activities, you can use event-handler functions to respond to events from a telephony provider.

When migrating to Notify from the Legacy Notify functionality, several changes are made to the instance.

Notify adds the following properties.

Notify adds the following roles.

Notify adds the following tables.

There are key differences between on-call scheduling with NotifyNow and on-call scheduling with Notify.

Outbound communications initiated through Notify, such as phone calls and SMS messages, must satisfy recipient number requirements.

Every Twilio SMS message request has a status value which describes the current state of the message. Use this information for troubleshooting SMS related incidents/ issues. Here are few descriptions of possible statuses of SMS sent from Notify through Twilio REST API.

The Hangup activity disconnects an active Notify phone call.

Send a brief message as a text or voice message to the participants of a conference call to set a context to the call.

Send an SMS with Zoom meeting invite to ensure that the meeting participants or any newly added participant is updated with the meeting details when the meeting host starts the conference or adds a participant to the conference.

Configure the Notify Cisco Webex Connector in your environment to be able to use Cisco Webex application for making conference calls.

Use the Notify Zoom connector to expand the Notify communication channel by managing and initiating a Zoom meeting directly from any task record such as an incident or a change.

Start a conference call from a task or an incident communication plan by inviting one or more users to join a call. The conference will not start until at least two participants join.

You can activate the Notify (com.snc.notify) plugin if you are an administrator. This plugin includes demo data and activates related plugins if they are not already active.

Add a participant to a conference call using Notify.

Associate a Notify number to a number group to use inbound and outbound workflows.

Make outbound calls and receive a voice call in the browser through the WebRTC interface from On-Call Schedules landing page, Roster and Escalation Details dialog box and on-call calendar.

Use the Twilio co-pilot features to improve SMS delivery with phone number like using multiple numbers to send high-volume messages and content intelligence to automatically format every message without writing custom code. Reach large lists of users with one API request.

Configure Notify to use the Twilio telephony service.

Group Notify phone numbers and share workflows across grouped numbers.

If a Twilio account is already associated with a different system, disconnect the account from the other system before connecting to the current instance.

Use Notify to initiate a conference call from an incident communication plan by inviting one or more users.

Update users on the latest communication on an incident through selected communication channels.

Migrating to Notify-Twilio Direct driver provides next-generation integration with Twilio and Notify.

As a communications manager, you can mute or kick conference call participants.

As a communications manager or a conference call host, mute/unmute all the conference participants from the workbench.

Use Notify to send information related to a call through SMS alerts from a task record.

You can configure on-call scheduling to use Notify functionality to send SMS alerts and assign users to tasks based on the SMS responses.

Use Notify to start conference calls from a task record.

The tables installed with Twilio Direct driver are described below.

Twilio installs the following business rules.

Initiate a conference call from the major incident workbench by inviting one or more users to join a call.

Use the service providers to schedule the conference calls with the stake holders to resolve the incidents.

If you are a Notify administrator, you can view a list of calls and the status of a call made to or from Notify. The call records help in reporting and analytics.