Configuring Vonage Contact Center for ServiceNow

When you have installed the Vonage Contact Center for ServiceNow application in your ServiceNow instance, you need to perform various tasks to get it set up.

Add ContactPad to ServiceNow instance

To add ContactPad to your ServiceNow instance, you must install and configure OpenFrame's CTI Softphone plugin. Installing the plugin adds a phone icon in the header bar. Configuring the plugin ensures that ContactPad appears when users click the phone icon. 

To install the plugin, go to Plugins within your ServiceNow instance, and search for OpenFrame. Find CTI Softphone and click Install.

When you have installed the plugin, search for OpenFrame in ServiceNow and go to Configurations. Click New to create a new configuration record for OpenFrame. Provide the following details:

Field	Details	Example
Name	The label that identifies the configuration	VCC ContactPad
Active	Activates the configuration.
Width	The width of ContactPad where it appears in ServiceNow	200 (use this exact value)
Height	The height of ContactPad where it appears in ServiceNow	400 (use this exact value)
User Group	Add 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://***.newvoicemedia.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: Region Value EMEA emea NAM nam APAC apac 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.newvoicemedia.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.newvoicemedia.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.

Click Submit to save. Refresh ServiceNow in your browser. A phone icon should appear in the header (or in the bottom-left corner of the page in the Agent Workspace view). Click the phone icon to open ContactPad.

Add VCC URLs as trusted domains

To prevent ServiceNow from blocking requests from VCC, you need to add ContactPad URLs to ServiceNow's whitelist.

Open the system properties file (sys_properties.list). To open this file, search for the exact name within Admin.

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

Click Update to save your changes.

Add a UI policy that automatically saves a new interaction when a VCC call ends

UI policies dynamically change the behavior of information on a form and control custom process flows for tasks. To add a UI policy that automatically saves an interaction record during a VCC call, search for and open UI Policies in System UI. Click New to create a new UI policy. Provide the following details:

Field	Description	Value
Table	The table for the form to be modified	Interactions [interaction]
Application	The view that this policy applies to. Select Global if the policy should run on all views associated with this table.	Global
Active	Determines the active status of the policy. A policy must be active to apply.
Short description	Describe what the UI policy is for	For example, Autosave interaction

Click the When to Apply tab and add the following filter conditions:

Vonage GUID is not empty

AND

Vonage Flag is True

Click to select both Global and On load.

Click the Script tab and click to select Run scripts. In Run Scripts in UI type, select All.

In Execute if true, paste the following code:

function onCondition() { 

g_form.setValue('x_nvml_vonage_cc_vonage_flag','False'); 

g_form.save(); 

}

In Execute if false, paste the following code:

function onCondition() { 

/* */ 

}

Click Submit to save.

When you have activated and saved the policy, it will run on new interactions. If the interaction contains a value for Vonage GUID (the value isn't blank) and Vonage Flag is set to True, the Execute if true script will run. Otherwise the Execute if false script will run.

Add VCC-specific information to interactions

To add VCC-specific fields and lists related to interactions, search for Interaction and go to All. This opens the Interaction table containing all interactions in your ServiceNow instance.

Click New to create a new interaction record.

Add tasks and call summaries to the related lists section

Click the menu icon to access Additional actions and click Related Lists within Configure. Move Related Tasks and Vonage CC Call Summaries->Interaction ID from Available to Selected. Click Save.

Add VCC fields to form layout

Click the menu icon to access Additional actions and click Form Layout within Configure. Move Vonage Flag and Vonage GUID from Available to Selected. Click Save.

Enable click to dial 

Using Vonage Contact Center for ServiceNow, agents can make calls from a phone icon alongside customer, user, or account details in applicable records, such as incidents, interactions, and contacts. To enable them to do so, you must configure click to dial. Configuration steps depend on whether you are using the default view or the workspace view. 

Default view

To configure click to dial from incidents, search for Incident and go to Open. This opens the Incident table containing all open incidents in your ServiceNow instance. Open any incident by clicking on the incident number.

Click the menu icon to access Additional actions and click Dictionary within Configure. Locate the row with the name of the column that contains the ID that links the incident to the user. In the case of incidents, this is caller_id. Click incident to the left of caller_id to open the dictionary entry.

In Attributes, add a comma and then the following text to the end of the list of existing attributes:

• If you are using the ServiceNow CSM module:

  ref_contributions=show_phone_customer_service

• If you are using the ServiceNow ITSM module:
  

  ref_contributions=x_nvml_vonage_cc_ClickToDial

Click Save.

When configured, if there is a phone number in the related caller record, a phone icon will appear next to the caller's name in an incident. Clicking the phone icon will dial the caller's phone number using ContactPad. If the caller has more than one phone number, the agent will be asked which number to call.

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

Configuring 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.

Search for and open Vonage CC Configuration. Provide the following information:

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.