Configure phoneuri format in WebAgent for ServiceNow

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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