Configure phoneuri format in WebAgent for ServiceNow
Note Additional Anywhere365 WebAgent and CTI Integration license required.
Introduction
To expand the CTI integrations to change format from E.164 to customer format, have the option to add a parameter to the URL.
How to use
Add the phoneformat parameter to the WebAgent url in the CRM configuration
Note: Use the & sign instead of the ? sign when phoneformat is not the first url parameter
Allowed characters are N n + - ( ) and the Space character
Note: That some characters need to be URL encoded, most notably the + sign (%2B) and in some CRM environments the Space character (%20)
Example
When phonenumbers need to be formatted to a US local format, add the phoneformat parameter with value (nnn)%20nnn-nnnn to the WebAgent url:
Note: Use the & sign instead of the ? sign when phoneformat is not the first url parameter
Result
+12345678901 will be formatted to (234) 567-8901 and then searched in the CRM environment
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