Using Vonage Contact Center for ServiceNow

How do I use ContactPad in ServiceNow?

Whenever you log into ServiceNow, ContactPad appears on the top header bar of the screen within Classic mode and on the Left in an Agent Workspace.

If you cannot see ContactPad, contact your supervisor as you might not be in the required user role.

To use ContactPad, you must log in. For information about logging into ContactPad, see Logging into ContactPad.

Using ContactPad you can now operate ServiceNow and handle Vonage phone calls in a single browser window. For information about using ContactPad, see Getting started with ContactPad.

What happens when I receive an inbound call in ServiceNow using Vonage?

When you use ContactPad to receive calls using Vonage in ServiceNow, you get the same functionality as you would using ContactPad with Vonage. For information about receiving calls using ContactPad, see Making and receiving calls in ContactPad.

In addition to this standard functionality, Vonage also logs the inbound call against a ServiceNow interaction record. 

When Vonage connects the inbound call to an agent, Vonage can be configured to search existing records that are associated with the inbound telephone number in ServiceNow. If a match is found, that record is popped for the agent. Within the classic experience, this will pop directly in front of the agent, within Workspace a new session will be created and include the popped record as a new tab. Other options are to pop a searchable list view, or a new interaction form.

How do I make outbound Click to dial calls using Vonage in ServiceNow?

Using Vonage in ServiceNow you can make outbound calls using ContactPad in the standard way. For information on making outbound calls using ContactPad, see Making and receiving calls in ContactPad.

In addition to this standard functionality, you can also make outbound calls using the Click to dial feature. The Click to dial feature in Vonage in ServiceNow saves you time and avoids you from making mistakes when manually entering the phone number. Vonage also logs the call against a ServiceNow interaction record — when you use Click to dial from a record, Vonage automatically logs the call against that record.

To use Click to dial, click the click-to-dial button next to a phone field within the record. In the same way, as if you click Make Call in ContactPad, your state changes to Busy Outbound. Next your telephone rings and, when you answer, you hear ringing until you are connected to the number that you clicked to dial.