November 25, 2022 | 2878 view(s) | 22 people thought this was helpful
Integrate Webex Contact Center with ServiceNow
When you integrate Webex Contact Center with the ServiceNow CRM console, you can launch Webex Contact Center Desktop from within ServiceNow.
- Requirements
- Integrate
- Use
Before you integrate Webex Contact Center with the ServiceNow CRM console, ensure that you have the following:
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Access to Webex Contact Center.
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Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. The URLs for the Management Portal are specific to your region.
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An agent with access to the Desktop. The URL for the Desktop is specific to your region.
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Agent access to the following domain that is added in the Content Security Policy Allowed List:
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*.service-now.com
For more information on how to define the allowed list, see the article Security Settings for Webex Contact Center.
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A ServiceNow developer portal account. To create an account, go to the ServiceNow developer portal at https://developer.servicenow.com/dev.do and click Sign up and Start Building.
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Access to the following files at https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/ServiceNow:
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ServiceNow Update Set (XML)
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ServiceNow Contact Center Desktop Layout (JSON)
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Install ServiceNow for developer instances
The following sections describe the steps to install the ServiceNow connector for developer instances.
Install the OpenFrame Interface
| 1 | Sign in to your ServiceNow developer portal account and open the Administration console. |
| 2 | From the My Instance area of the Account menu, click Start Building.
|
| 3 | On your developer instance, from the Filter navigator field at the upper left of the window, navigate to Plugins.
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| 4 | Search for the Openframe plugin that has the title Openframe. You may need to scroll through the list.
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| 5 | Click Install to install the Openframe plugin. |
| 6 | In the Activate Plugin dialog box, click Activate.
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| 7 | When the plugin activation is completed, click Close & Reload Form in the Plugin Activation dialog box.
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| 8 | To verify the plugin activation, from the Filter navigator field at the upper left of the window, navigate to OpenFrame. |
| 9 | Click Configurations and ensure that the OpenFrame plugin appears in the OpenFrame Configurations list.
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Commit the Update Set
| 1 | From the Filter navigator field at the upper left of the window, navigate to System Update Sets > Update Sets to Commit.
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| 2 | Click the Import Update Set from XML link.
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| 3 | Download the latest System Update Set XML file available on the github repo at this location :https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/ServiceNow. File Name: webexcc-servicenow-update-setV(X).xml
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| 4 | Click Choose File, select the System Update Set XML file, and then click Upload.
The update set appears in the Retrieved Update Sets list and is in the Loaded state.
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| 5 | From the Retrieved Update Sets list, click the Update Set File Name (link) to open the Update Set.
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| 6 | At the upper right of the window, click Preview Update Set to check the update set for issues.
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| 7 | Click Close on the Update Set Preview dialog box once preview is completed.
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| 8 | Click Commit Update Set.
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| 9 | Click Close on the Update Set Commit dialog box once committing of Update Set is completed.
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Edit the System Properties
| 1 | In the Filter navigator field at the upper left of the window, enter sys_properties.list.
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| 2 | On the System Properties page, sort the properties by updated date. Ensure that you can see the following Webex Contact Center properties:
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| 3 | Click agentdesktop_url to open the System Property agentdesktop_url page. |
| 4 | In the Value field, enter the URL for the Webex Contact Center Desktop according to the region of operation.
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| 5 | Click Update to save the changes. |
| 6 | (Optional) On the System Properties page, Click on screenpop_url. Screen pop URL value can be edited as per the customer’s use case. Default value is
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| 7 | (Optional) To change the Activity table name, edit the webexccactivitytable properties as required.
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| 8 | (Optional) Add User Groups in the following ways:
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Create the OpenFrame Configuration
| 1 | From the Filter navigator field, navigate to OpenFrame > Configurations.
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| 2 | Click New.
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| 3 | Enter the following properties for the URL:
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| 4 | To the right of the URL field, click the Lock button and add
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| 5 | (Optional) Select the User / Agent Group(s) to assign the configuration.
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| 6 | Click Submit. The URL appears as a link.
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| 7 | Refresh the browser. You can now see the OpenFrame phone icon at the upper right of the window.
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| 8 | (Optional) In the User Group list, move the user groups that can access the Webex Contact Center Desktop from Available to Selected. |
| 9 | Before you attempt to use the OpenFrame phone, ensure that you upload the ServiceNow custom Desktop Layout JSON file to the Webex Contact Center Management Portal. For more information, see Set Up the ServiceNow Desktop Layout on Webex Contact Center. |
Set Up the ServiceNow Desktop Layout on Webex Contact Center
| 1 | Download the Desktop layout for ServiceNow from https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/ServiceNow.
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| 2 | Update the properties in the Desktop Layout file, if required. |
| 3 | Go to the Webex Contact Center Management Portal. |
| 4 | From the Management Portal navigation bar, choose Provisioning > Desktop Layout.
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| 5 | Click New Layout and enter the details for the desktop layout. |
| 6 | Upload the ServiceNow Desktop Layout JSON file. |
| 7 | Click Save to save the configuration. You can now start the Webex Contact Center Desktop within the ServiceNow console. |
| 8 | To Launch the Connected Softphone inside of ServiceNow, Click the Phone icon.
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Install ServiceNow for licensed enterprise instances
The following sections describe the steps to install the ServiceNow connector for licensed enterprise instances.
Install the OpenFrame Interface
| 1 | Sign in to your ServiceNow developer portal account and open the Administration console. |
| 2 | From the My Instance area of the Account menu, click Start Building.
|
| 3 | On your developer instance, from the Filter navigator field at the upper left of the window, navigate to Plugins.
|
| 4 | Search for the Openframe plugin that has the title Openframe. You may need to scroll through the list.
|
| 5 | Click Install to install the Openframe plugin. |
| 6 | In the Activate Plugin dialog box, click Activate.
|
| 7 | When the plugin activation is completed, click Close & Reload Form in the Plugin Activation dialog box.
|
| 8 | To verify the plugin activation, from the Filter navigator field at the upper left of the window, navigate to OpenFrame. |
| 9 | Click Configurations and ensure that the OpenFrame plugin appears in the OpenFrame Configurations list.
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Install the Webex Contact Center application
Instances that have enterprise licenses can install the Webex Contact Center application directly from the ServiceNow Store.
Download and install the Webex Contact Center package from the ServiceNow store: https://store.servicenow.com/sn_appstore_store.do#!/store/application/6c8e2a4edbc73410e1c75e25ca961947.
Edit the System Properties
| 1 | In the Filter navigator field at the upper left of the window, enter sys_properties.list.
|
| 2 | On the System Properties page, sort the properties by updated date. Ensure that you can see the following Webex Contact Center properties:
|
| 3 | Click agentdesktop_url to open the System Property agentdesktop_url page. |
| 4 | In the Value field, enter the URL for the Webex Contact Center Desktop according to the region of operation.
|
| 5 | Click Update to save the changes. |
| 6 | (Optional) On the System Properties page, Click on screenpop_url. Screen pop URL value can be edited as per the customer’s use case. Default value is
|
| 7 | (Optional) To change the Activity table name, edit the x_caci_webexcc.webexccactivitytable properties as required.
|
| 8 | (Optional) Add User Groups in the following ways:
|
Create the OpenFrame Configuration
| 1 | From the Filter navigator field, navigate to OpenFrame > Configurations.
|
| 2 | Click New.
|
| 3 | Enter the following properties for the URL:
|
| 4 | To the right of the URL field, click the Lock button and add
|
| 5 | (Optional) Select the User / Agent Group(s) to assign the configuration.
|
| 6 | Click Submit. The URL appears as a link.
|
| 7 | Refresh the browser. You can now see the OpenFrame phone icon at the upper right of the window.
|
| 8 | (Optional) In the User Group list, move the user groups that can access the Webex Contact Center Desktop from Available to Selected. |
| 9 | Before you attempt to use the OpenFrame phone, ensure that you upload the ServiceNow custom Desktop Layout JSON file to the Webex Contact Center Management Portal. For more information, see Set Up the ServiceNow Desktop Layout on Webex Contact Center. |
Set Up the ServiceNow Desktop Layout on Webex Contact Center
| 1 | Download the Desktop layout for ServiceNow from https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/ServiceNow.
|
| 2 | Update the properties in the Desktop Layout file, if required. |
| 3 | Go to the Webex Contact Center Management Portal. |
| 4 | From the Management Portal navigation bar, choose Provisioning > Desktop Layout.
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| 5 | Click New Layout and enter the details for the desktop layout. |
| 6 | Upload the ServiceNow Desktop Layout JSON file. |
| 7 | Click Save to save the configuration. You can now start the Webex Contact Center Desktop within the ServiceNow console. |
| 8 | To Launch the Connected Softphone inside of ServiceNow, Click the Phone icon.
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Configure Click to Dial on Incident Module
| 1 | From the Filter navigator field, navigate to Incidents > Open Incident. |
| 2 | Right click on the caller field and click Configure Dictionary.
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| 3 | Add comma separated Attributes
You can now start using the Webex Contact Center Desktop within the ServiceNow console. |
| 4 | To Launch the Connected Softphone inside of ServiceNow, Click the Phone icon.
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Before you make outdial calls, ensure that you do the following:
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Create the outdial entry point and set up an outdial entry point strategy.
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Enable outdial ANI for the Agent Profile.
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Set the outdial ANI to a Dial Number-to-Entry Point mapping.
For more information, see the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide.
To start the Webex Contact Center Desktop within the ServiceNow console, click the Phone icon at the upper right of the window.
For information on how to use Desktop, see the Cisco Webex Contact Center Agent Desktop User Guide.
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