Before you integrate Webex Contact Center with the ServiceNow CRM console, ensure that you have the following:

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

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 complete, click Close and 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.

1

From the Filter navigator field at the upper left of the window, navigate to System Update Sets > Update Sets to Commit.

2

Click the Import Update Set from XML link.

3

Click Choose File and select the System Update Set XML file (for example, servicenow-update-set.xml).

4

Click Upload.

The update set appears in the Retrieved Update Sets list and is in the Loaded state.
5

From the Retrieved Update Sets list, click the SNow_WxCC_20_Update Set link.

6

At the upper right of the window, click Preview Update Set to check the update set for issues.

7

From the Filter navigator field at the upper left of the window, navigate to Update Sets to Commit.

8

Click SNow_WxCC_20_Update Set to retrieve the update set.

9

Click Commit Update Set.

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:

  • agentdesktop_url

  • screenpopSearchParamCadName

  • CadSnowFieldMapping

  • popupurl

  • webexccactivitytable

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

On the System Properties page, click popupurl to open the System Property popupurl page.

7

In the Value field, enter the URL for your instance of ServiceNow. You can use a developer instance.

8

Click Update to save the changes.

The URL is now https://<your_instance>.service-now.com/. You see your instance in the address bar.
9

(Optional) Edit the screenpopSearchParamCadName properties as required.


 

Modify the screen pop URL according to your requirements. For ANI lookups, leave the Value field blank.

For lookups by customer name, enter CustomerName in the Value field. The URL becomes, for example, https://<your_instance>/<your_target_URL>?sysparm_query=CustomerName=CustomerABC.

For lookups by case number, enter number in the Value field. The URL becomes, for example, https://<your_instance>/<your_target_URL>?sysparm_query=number=CS0001004.

  • <your_instance> is your ServiceNow developer instance.

  • <your_target_URL> is the custom web page built for ServiceNow by the ServiceNow administrator.

10

(Optional) Edit the CadSnowFieldMapping properties as required.

11

(Optional) To change the Activity table name, edit the webexccactivitytable properties as required.

1

From the Filter navigator field at the upper left of the window, navigate to UI Pages.

2

Click the agentdesktop link to open the UI page.

3

In the Client Script area, go to the nowActivities (actInfo,ani) function and edit the information according to your requirements.

4

Click Update to save the changes.

1

From the Filter navigator field, navigate to OpenFrame > Configurations.

2

Click New.

3

To the right of the URL field, click the Lock button and enter the following properties for the URL:

  • Name: Webex Contact Center Desktop

  • Title: Webex Contact Center

  • Width: 550

  • Height: 600

4

Ensure that the URL points to /agentdesktop.do.

5

Click the Lock button to lock the URL.

6

Click Update to save your changes.

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.


 

Before you attempt to use the OpenFrame phone, ensure that you upload the ServiceNow Desktop Layout JSON file to the Webex Contact Center Management Portal. See Set Up the ServiceNow Desktop Layout on Webex Contact Center.

8

(Optional) In the User Group list, move the user groups that can access the Webex Contact Center Desktop from Available to Selected.

You can download the Desktop layout for ServiceNow from: https://github.com/CiscoDevNet/webex-contact-center-widget-starter/tree/master/Examples/Layouts.

For more information about the Webex Contact Center Management Portal Desktop Layout, see the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide.

1

(Optional) If you don't want to use the default outdial ANI, open the ServiceNow Desktop Layout JSON file and edit the outDialAni field to point to a different outdial ANI.

2

Go to the Webex Contact Center Management Portal.

3

From the Management Portal navigation bar, choose Provisioning > Desktop Layout.

4

Click New Layout and enter the details for the desktop layout.

5

Upload the ServiceNow Desktop Layout JSON file.

6

Click Save to save the configuration.

You can now start the Webex Contact Center Desktop within the ServiceNow console.

Before you make outdial calls, ensure that you do the following:

  • Create the outdial entry point and set up an outdial entry point strategy.

  • Enable outdial ANI for the Agent Profile.

  • 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.