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FieldDetailsExample
NameThe label that identifies the configurationVCC ContactPad 
ActiveActivates the configuration.(tick)
WidthThe width of ContactPad where it appears in ServiceNow200 (use this exact value)
HeightThe height of ContactPad where it appears in ServiceNow400 (use this exact value)
User GroupAdd one or more groups of ServiceNow users who will be able to use this configuration and therefore ContactPad.
URL

The URL that OpenFrame will use to display ContactPad. Use the following format:
https://***.newvoicemediacc.vonage.com/CallCentre/ServiceCloud/AgentInterface?account=_accountName_&crm=servicenow_module_v6&topDomain=https://_yourInstance_.service-now.com

  • Replace the string *** with the correct subdomain for your region:

    RegionValue
    EMEAemea
    NAMnam
    APACapac


  • If you log in to Vonage Contact Center using SSO, you need to replace _accountName_ with the name of your Vonage Contact Center account. If you don't log in to VCC using SSO, the account parameter is not essential in the URL.
  • Replace _yourInstance_ with the subdomain for your ServiceNow instance.
  • If you are using the ServiceNow ITSM module, replace _module_ with itsm in the URL.
https://emea.cc.newvoicemediavonage.com/CallCentre/ServiceCloud/AgentInterface?account=TechAuthor&crm=servicenowitsmv6&topDomain=https://examplesubdomain.service-now.com
  • If you are using the ServiceNow CSM module, replace  _module_ with csm in the URL.
https://apac.cc.newvoicemediavonage.com/CallCentre/ServiceCloud/AgentInterface?account=TechAuthor&crm=servicenowcsmv6&topDomain=https://examplesubdomain.service-now.com
To lock the URL, click the padlock icon to the left of the URL. When it is locked, the URL text will change from black to blue.

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In the list of properties, find and open the property called glide.ui.concourse.onmessage_enforce_same_origin_whitelist. In Value add https://***.cc.newvoicemediavonage.com replacing the string *** with the correct subdomain for your region:

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If required, to configure click to dial from cases, repeat the previous steps using contact instead of caller_id.

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Configure ServiceNow agents

To enable ServiceNow users, or groups of users, to use Vonage Contact Center in ServiceNow, you must assign them sn_openframe_user role. For information about assigning roles to users, or groups of users, see Assign a role to a user (ServiceNow help).

Configure Vonage Contact Center in ServiceNow

Next step is to add update the Vonage Contact Center configuration object, to enable VCC to populate ServiceNow with interaction data for deeper reporting.

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FieldDescription
Client IDAPI credentials for your Vonage Contact Center account. Your credentials must have stats - View Insights stats scope.
For information about getting API credentials, see API Credentials.
Client Secret
Sub Domain

Provide the subdomain for your region:

RegionValue
EMEAemea
NAMnam
APACapac


Base URL

The base URL for Vonage Contact Center: https://***.cc.newvoicemediavonage.com
Replace the string *** with the correct subdomain for your region:

RegionValue
EMEAemea
NAMnam
APACapac

 For example, https://emea.newvoicemediacc.vonage.com

Vonage API URL

The URL for Vonage APIs: https://***.api.cc.newvoicemediavonage.com
Replace the string *** with the correct subdomain for your region:

RegionValue
EMEAemea
NAMnam
APACapac

For example, https://emea.api.newvoicemediacc.vonage.com

Click Connect to save the client ID, and client secret with the current time in the database. The access token will be regenerated periodically to collect the interaction stats.