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Web Agent for ServiceNow CTI Actions and behaviors

Note Additional Anywhere365 WebAgent and CTI Integration license required.

Introduction

The below overview of the CTI Entities and Actions available with the WebAgent for ServiceNow.

 

ServiceNow entities

Below an overview of the entities that are used in the ServiceNow CTI plugin:

  • Used for:

    • Form

  • Used field(s):

    • mobile_phone

    • email

    • first_name

    • last_name

  • Used for:

    • Form

  • Used field(s):

    • requested_by

    • contact_type

  • Used for:

    • Form

  • Used field(s):

    • None
  • Used for:

    • Form

  • Used field(s):

    • requested_by

    • contact_type

  • Actions:

    • Create

    • Update

  • Used field(s):

    • phone_number

    • contact

    • call_type

    • start_time

    • duration

    • call_id

    • end_time

 

 

Search and open form Behavior

When getting a conversation the CTI plugin will search for entities to display.

The entity can be set drop down in the CRM Settings, Learn More

 

When to search

The timing can be configured via the setting "Search after accepting conversation":

  • Enabled = Only search after accepting a hunt.

  • Disabled = Search when a conversation offered. (hunt)

 

One entity found

When a single contact is found it will automatically populate a page.

The behavior for this can be configured via the setting "Single match: pop":

  • Enabled = When a single contact is found and setting is enabled, you can select which page to open:

    • Detail page

    • Activity page

  • Disabled = Do nothing when single contact is found.

 

Multiple entities found

When multiple entities are found it will automatically populate the search page with the results. From here you can select the desired entity and link the conversation.

The behavior for this can be configured via the setting "Multiple matches: Pop Details":

  • Enabled = When multiple entities are found, populate the search page.

  • Disabled = Do nothing when multiple entities is found.

 

No entity found

When no match is found it will automatically open a create new page.

The behavior for this can be configured via the setting "No Match: Pop page to create a new":

  • Enabled = When no match contact is found.

  • Disabled = Do nothing when no contact is found.

 

Create and open behavior

When handling a conversation the following actions and behaviors are available:

 

Create Activity

When an entity is linked to the conversation, then an activity would automatically be created.

Based on the type of conversation a different activity will be created:

  • Audio conversation = PhoneLog

Note: Field that are available will be filled in, see ServiceNow CTI entities

 

Create Contact

When no entity is linked to the conversation, then the create contact button is available. Clicking on the button will open a "New Contact" form.

Note: Field that are available will be filled in, see ServiceNow CTI entities

 

Create Incident

Clicking on the button will open a "New Incident" form.

Note: Field that are available will be filled in, see ServiceNow CTI entities

If the conversation is linked to a contact, then the "Caller" field is automatically filled.

 

Create Problem

Clicking on the button will open a "New Problem" form.

Note: Field that are available will be filled in, see ServiceNow CTI entities

 

Create Change Request

Clicking on the button will open a "New Change Request" form.

Note: Field that are available will be filled in, see ServiceNow CTI entities

If the conversation is linked to a contact, then the "Requested by" field is automatically filled.

 

Open Activity

When an entity is linked to the conversation, then an activity would automatically be created and can be opened via the open activity button.

 

Open Contact

When a contact is linked to the conversation, then the case can be opened via the open contact button. This will open the corresponding page in CRM.

 

Servicenow API methods

The ServiceNow CTI plugin, makes use of the following ServiceNow API's:

  • openFrameAPI.version

  • openFrameAPI.show

  • openFrameAPI.hide

  • openFrameAPI.openServiceNowList

  • openFrameAPI.openServiceNowForm

  • openFrameAPI.setSize

 

More information can be found on:

  • Form = openFrameAPI.openServiceNowForm (open a form in ServiceNow to create)

  • Create = <POST> [ServiceNowUrl]/api/now/table/[tableName]

  • Update = <PUT> [ServiceNowUrl]/api/now/table/[tableName]

 

ServiceNow tables (REST)

  • sys_user

  • sn_openframe_phone_log