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

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URL
https://webagent.anywhere365.io/?phoneformat=[value]

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:

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URL
https://webagent.anywhere365.io/?phoneformat=(nnn)%20nnn-nnnn

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