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://emea.cc.vonage.com/CallCentre/ServiceCloud/AgentInterface?account=TechAuthor&crm=servicenowitsmv6&topDomain=https://examplesubdomain.service-now.com | |
| https://apac.cc.vonage.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://***.cc.vonage.com replacing the string *** with the correct subdomain for your region:
Region | Value |
|---|---|
EMEA | emea |
NAM | nam |
APAC | apac |
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
For general assistance, please contact Customer Support.
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