Requirements

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

The update sets are only for developer instances.

Integrate

Follow one of the two methods below:

For Developer licensed instance, we recommend you to follow the steps under the developer-licensed instance.

If you own an Enterprise licensed instance, follow the guidelines for enterprise-licensed instance.

We do not recommend mixing the enterprise-licensed app with developer sandbox instances.

Install ServiceNow for developer instances

The following sections describe the steps to install the ServiceNow connector for developer instances.

Install the ServiceNow Openframe plugin

1

Sign into your ServiceNow instance as a System Administrator.

2

Go to All > System Definition > Plugins.

3

Search for Openframe and install the plugin.

Commit the Update Set

1

Download the latest System Update Set XML file available on the github repo at this location: https://github.com/webex/webex-contact-center-crm-connectors/blob/main/servicenow/updateSet.xml.

File Name: updateSet.xml

2

Log into your ServiceNow instance as an Administrator.

3

Go to All > Retrieved Update Sets.

4

Click Import Update Set from XML and choose a file to load the .xml file.

5

Click Upload.

6

Click on the created update set name and click Preview Update Set.

7

Finish by clicking Commit Update Set.

Assign Roles to agents

Two system roles and one custom role need to be assigned to the agents:

  • sn_openframe_user (system role)
  • interaction_agent (system role)
  • CC Agent (custom role)

1

Go to All > System Security > Groups.

2

Search for the Group you want to edit and click the name.

3

Click Edit to change the roles.

4

Add the following roles:

  1. x_caci_crm_wxcc.CC Agent

  2. sn_openframe_user

  3. interaction_agent

5

Click Save.

6

Click the Group Members tab > Edit to add your users.

7

Add the users to the list and click Save when finished.

Create the Openframe Configuration

1

Go to All > Openframe > Configurations.

2

Click New.

3

Enter the following minimum values:

  1. Name: WxCC for ServiceNow

  2. Title: Wxcc

  3. Subtitle:for ServiceNow

  4. Active: true

  5. Width: 300

  6. Height: 500

  7. Icon Class: icon-phone

  8. User Group (phone icon will only show for these users): [select the User Group with CC Agent role]

  9. URL: x_caci_crm_wxcc_gadget.do

  10. Configuration (see Customization tab for more):

    [

    { "Key": "region", "Value": "us1" }

    ]

Install ServiceNow for Enterprise licensed instances

The following sections describe the steps to install the ServiceNow connector for production instances.

Install the ServiceNow Openframe plugin

1

Sign into your ServiceNow instance as a System Administrator.

2

Go to All > System Definition > Plugins.

3

Search for Openframe and install the plugin.

Install the Webex Contact Center application

Instances that have enterprise licenses can install the Webex Contact Center application directly from the ServiceNow Store.

1

To download and install the Webex Contact Center package, visit the ServiceNow store: https://store.servicenow.com/.

2

Type Webex Contact Center in the Search field.

3

From the search results, select Cisco Webex Contact Center and click Get to install the package.

To download the legacy version, click Webex Contact Center from the search results and click Get to install the package.

Assign Roles to agents

Two system roles and one custom role need to be assigned to the agents:

  • sn_openframe_user (system role)
  • interaction_agent (system role)
  • CC Agent (custom role)

1

Go to All > System Security > Groups.

2

Search for the Group you want to edit and click the name.

3

Click Edit to change the roles.

4

Add the following roles:

  1. x_caci_crm_wxcc.CC Agent

  2. sn_openframe_user

  3. interaction_agent

5

Click Save.

6

Click the Group Members tab > Edit to add your users.

7

Add the users to the list and click Save when finished.

Create the Openframe Configuration

1

Go to All > Openframe > Configurations.

2

Click New.

3

Enter the following minimum values:

  1. Name: WxCC for ServiceNow

  2. Title: Wxcc

  3. Subtitle:for ServiceNow

  4. Active: true

  5. Width: 300

  6. Height: 500

  7. Icon Class: icon-phone

  8. User Group (phone icon will only show for these users): [select the User Group with CC Agent role]

  9. URL: x_caci_crm_wxcc_gadget.do

  10. Configuration (see Customization tab for more):

    [

    { "Key": "region", "Value": "us1" }

    ]

Customize

The following section explains how to configure and customize the Webex Contact Center ServiceNow Agent Desktop application. You can tailor and automate various workflows to assist agents in managing inbound and outbound calls within the Webex Contact Center Agent Desktop.

Openframe Configuration property customizations

The table below details how to customize the properties of the custom desktop layout file. Tailor the behavior of ServiceNow to fit your specific business needs.

Openframe Configuration key property

Description

Values

region

Wxcc Region used by agent
  • North America: us1
  • Canada: ca1
  • UK: eu1
  • EU: eu2
  • APJC: anz1
  • Japan: jp1
  • Singapore: sg1

shareRecordVariable

CAD variable to save the Sys_Id of the interaction and is used to change the ownership of the record for transferred calls.

[Default:sharedRecordId] Any CAD variable

enableNotifications

Enable browser-based pop-up notifications.

[Default:false] true or false

screenPopOnNoMatch

Autoclick "New record link" when no match for new customer or new case when not found (depending on screenPopIncomingMode)

[Default:false] true or false

screenPopIncomingModeWhat record type to search on incoming call. Aligns with customerTable or caseTable.[Default:Customer] Customer, Case, Interaction, or Disabled
customerTable

The table to search for customers and to create new customer records with “New Record link”.

User (ITSM) = sys_user

Contact (CSM) = customer_contact

[Default:Users] Users or contact
caseTable

The table to search for cases and to create new case records with "New record link".

Incident (ITSM) = incident

Case (CSM) = sn_customerservice_case

[Default:Incidents] Cases or Incidents
lookupFields

Comma separated fields to query on Table.

Example: phone

[Default:phone,mobile_phone] Any field on table defined in customerTable or caseTable
lookupVariable

Value to query tables for inbound call.

Example: CADIncidentNumCollected

[Default:ANI] ANI or any CAD variable
lookupResultFields

Labels to display at top of connector for lookup results on active phone call.

Example: name, location

[Default:name,title,department] Up to any three fields on the table defined in customerTable or caseTable.
countryCodeRemoval

Comma-separated prefixes to be removed from an ANI or CAD variable before performing lookup.

Example: +1,+49,+41

[Default:] Any country code
customerRecordMapping

Mapping to create a new customer record with "New record link" and populate CAD Variable data.

Example:

caller_id={ani};employee_number={CADVariable3}

caseRecordMapping

Mapping to create new case record with "New record link" and populate data.

Example:

caller_id={ani};u_cisco_queue={QueueName}

activityRecordMappingMapping for interaction data population.

Example:

short_description={ani};u_call_disposition={CADCallResult}

omniReasonCrm[A(10]

"Unavailable" AWA ServiceNow Presence State on CRM channel when receiving voice call.

To get this value, go to Advanced Work Assignment > Settings > Presence States. Right-click the desired Presence State and click “Copy sys_id”.

Example: 7f888794dbd28e10999d8c3b1396198b

Any AWA Presence State Sys_Id
omniReasonVoice

ID of the WxCC “Idle” Auxiliary code used when the agent receives inbound chat.

Example: cff0ca82-c623-4cde-aaf1-4e17f268f7f7

Any WxCC Idle Auxiliary Code
webRtcDomainWebRTC Domain. Select the domain according to the Region.
  • US: rtw.prod-us1.rtmsprod.net
  • ANZ: rtw.prod-as1.rtmsprod.net
  • CA: rtw.prod-ca1.rtmsprod.net
  • JP: rtw.prod-ja1.rtmsprod.net
  • EU1: rtw.prod-uk1.rtmsprod.net
  • EU2: rtw.prod-gm1.rtmsprod.net
  • Singapore: rtw.prod-sn1.rtmsprod.net
enableAwaChannelSync

Enable Agent State synchronization between Cisco WxCC states and ServiceNow AWA presence states.

This synchronization is bidirectional and is based on the names of ServiceNow and Cisco presence states.

  • True
  • False

Example Configuration

Here is a config sample that allows:

  • Doing a lookup on the Incidents table (based on incident number collected on the IVR)
  • Record Creation on No Match
  • State change for OmniChannel

[

{ "Key": "region", "Value": "eu2" },

{ "Key": "screenPopIncomingMode", "Value": "Case" },

{ "Key": "customerTable", "Value": "Users" },

{ "Key": "customerRecordMapping", "Value": "phone={ani};mobile_phone={ani}" },

{ "Key": "caseTable", "Value": "Incidents" },

{ "Key": "caseRecordMapping", "Value": "product=8583ce8237732000158bbfc8bcbe5dd9;short_description={ani}" },

{ "Key": "lookupFields", "Value": " numbephoner"},

{ "Key": "lookupVariable", "Value": "IVR_Incident_Number" },

{ "Key": "lookupResultFields", "Value": "short_description,caller_id,priority" },

{ "Key":"enableNotifications", "Value": "true" },

{ "Key": "omniReasonCrm", "Value": "7f888794dbd28e10999d8c3b1396198b"},

{ "Key": "omniReasonVoice", "Value": "868643ae-c1ed-4849-a5be-a3deaa54f97b"},

{ "Key": "screenPopOnNoMatch", "Value": "true" }

]

List of variables

These variables can be used on the openframe config with the following parameters:

  • lookupVariable
  • customerRecordMapping
  • caseRecordMapping
  • activityRecordMapping
Variable nameVariable description
aniCalling number
dnCalled number
idCRM identifier of the found record
wrapUpAuxCodeIdId of the wrapup reason selected by the agent
wrapUpAuxCodeNameName of the wrapup reason selected by the agent
virtualTeamNameName of the team assigned to the call
shareRecordIdId of the CRM activity
ronaTimeoutValue of the Ring On No Answer parameter 
[[Custom Webex CC variables]]Name of the variable defined on the Webex CC flow designer 

This example shows how to save ani, dn wrapupAuxCodeId, wrapupAuxCodeName into the short description field of the interaction:

{ "Key": "activityRecordMapping", "Value": "short_description= {ani} / {dn} / {wrapUpAuxCodeId} / {wrapUpAuxCodeName} "}

Click-to-dial UI Macro (Classic UI)

When using ServiceNow’s Configurable Workspaces, click to dial on phone records will automatically be enabled.  When using the Classic UI view, an update set must be imported to get the same functionality on phone records.  Download the Click to dial Update Set and follow these steps to add the click-to-dial functionality to Classic UI. 

1

Go to All > System Update Sets > Retrieved Update Sets.

2

Click Import Update Set from XML

3

Click Choose File, select the downloaded Click-to-dial UI macro .xml file and click Upload.

4

Click on the name once uploaded to open the Update Set.

5

Click Preview Update Set and Close once finished.

6

Click Commit Update Set and Close once finished.

7

Open an existing record to configure click-to-dial.

8

Right-click on the phone record name and click Configure Dictionary.

9

Click New on the Attribute tab under Related Links.

10

Select Field Decorations as the attribute, type click_to_call_wxcc as the value and click Submit.

11

The Click-to-dial button should now be visible on the record page.

12

Repeat for any other phone fields.

WebRTC

The ServiceNow connector supports WebRTC on the following browsers—

  • FireFox
  • Google Chrome

However, WebRTC is not supported on Microsoft Edge browser.

To enable WebRTC, enure that:

  • Webex CC Desktop profile allows Desktop.
  • You have the webRtcDomain config key in the openframe configuration set with the correct domain name.
  • Browser refresh requires you to logout and login again.
  • Device selection (micro/headset) is possible from the Options menu.

Update ServiceNow properties

  1. Login to your ServiceNow instance as an administrator.
  2. From the all menu, search for sys_properties.list.

  3. Search for the property with the sn_openframe.cross.origin.access name.

  4. Edit the record and add the Value field with these parameters:

    microphone *;autoplay;speaker-selection

Limitation

If an agent unplugs an active default device while on a call, they will need to select a new device manually through the "Speaker and Microphone" settings.

Speaker and Microphone selection is currently not possible in Firefox.

Release updates

This update (relevant on September 22, 2025) addresses the following enhancements:

  • No new package install required.

Features and Improvements

  • Added support to enable direct transfers to entry point.
  • Ability to update Outdial ANI settings.
  • Introduced WebRTC mute and unmute functionality.

Archives

2025 archive

August 2025

Features and Improvements

  • Added the ability to mute and unmute the microphone during active WebRTC calls.
  • Pre-filled the dial number field on the login screen with the default dial number for faster sign-in.
  • Enabled changing Team, DN, and Telephony options on the fly for greater flexibility.
  • Enhanced CRM lookups by including related records for improved information access.

July 2025

Features and Improvements

  • Enabled selection of a phone number as the caller ID for outgoing calls.
  • Added the ability to switch microphone and speaker devices when using WebRTC.
  • Provided the option to reject incoming calls for more control.

June 2025

Features and Improvements

  • Added scope for Spark WebRTC calling in default authentication URL.
  • Switched event tracking for improved analytics and reporting.
  • Enabled selection of audio input and output devices for calls.

May 2025

Features and Improvements

  • Synchronized agent state with After Work Activities (AWA).
  • Enabled WebRTC for ServiceNow OEM and added ringtone support.
  • Displayed queued consultation calls for better visibility.
  • Improved the accuracy of the Disconnect Reason field on voice call records.
  • Removed system roles from the custom "CC Agent" role.

March 2025

Features and Improvements

  • Created phone logs linked to interactions when calls end for improved tracking.
  • Added new configuration options for screen pop behavior.
  • Enabled initiating screen pops by a Webex Contact Center flow within ServiceNow.
  • Enhanced voice channel login options based on Webex Contact Center configuration.
  • Supported consult, conference, and warm transfer to entry points.
  • Improved integration by updating to the latest List Contact Service Queues API.
  • Enhanced user experience by automatically closing open drawers when an alert is shown.

January 2025

Features and Improvements

  • Transitioned from using PhoneLogs to Interactions for call activity.
  • Accepted table names as configuration input for case and customer tables.
  • Improved variable interpretation in customer and case record mappings.
  • Auto-created records on no match only in visible tabs.
  • Enhanced data privacy by sanitizing actions for LogRocket.
  • Allowed editing of call-associated data during calls.
  • Updated API endpoints for Webex Contact Center requests.
  • Updated menu options to a sidebar layout for easier navigation.