WebAgent for ServiceNow APP

Note: Additional Anywhere365 WebAgent and CTI Integration license required.

Supported ServiceNow version

• Rome
• San Diego (Latest patch)
• Tokyo

Prerequisites

• Before continuing make sure the sign in is configured, Learn More

• Make sure you are on bundle DC2022.04 or higher

• (Optional) To connect your Anywhere365 UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. to the WebAgent you also need the WebAgent Service, Learn More

Configure ServiceNow Application

To find your ServiceNow version:

1. Log into your ServiceNow instance
2. In the menu type 'stats.do' and press [Enter]. This will open the Statistics page.
3. You can find your ServiceNow version under 'Build name'
4. Make sure the version used in the url is entered in lower case. E.g. 'San Diego' will be 'sandiego'

Launch the ServiceNow application.

1. Set up OAuth 2.0

   Follow the documentation until the step: Create an endpoint for clients to access the instance.

   Url: https://docs.servicenow.com/csh?topicname=t_SettingUpOAuth

2. Create an endpoint for clients to access the instance

   Follow the steps from the url and create and endpoint *

   Copy

   Redirect URL

   https://webagent.anywhere365.io/cti-auth

   * When using a regional WebAgent, the regional URL must be entered here.

   Global:

   https://webagent.anywhere365.io/cti-auth

   NORA

   https://nora-cus-webagent.anywhere365.io/cti-auth

   https://nora-cus-2-webagent.anywhere365.io/cti-auth

   https://nora-cus-3-webagent.anywhere365.io/cti-auth

   EMEA

   https://emea-weu-webagent.anywhere365.io/cti-auth

   https://emea-weu-2-webagent.anywhere365.io/cti-auth

   https://emea-weu-3-webagent.anywhere365.io/cti-auth

   APAC

   https://apac-eas-webagent.anywhere365.io/cti-auth

   https://apac-eas-2-webagent.anywhere365.io/cti-auth

   https://apac-eas-3-webagent.anywhere365.io/cti-auth

    Tip: Save the Client ID, you need it in step 4.

   Url: https://docs.servicenow.com/csh?topicname=t_CreateEndpointforExternalClients

3. Activate the OpenFrame plugin

   Follow the steps from the url and activate the ‘OpenFrame’ plugin.

   Url: https://docs.servicenow.com/csh?topicname=t_ActivateAPlugin

4. Create in ServiceNow an OpenFrame configuration for the WebAgent

   See ServiceNow documentation:

   Url: https://docs.servicenow.com/csh?topicname=t_CreateAnOpenFrameConfiguration

   Recommend values:

   • Name: WebAgent CTI
   • Title: Anywhere365
   • Width*: 1200
   • Height*: 800
   • Url*:
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     URL

     https://webagent.anywhere365.io/?clientid=<clientId>&referrer=<referrerUrl>

     * When using a regional WebAgent, the regional URL must be entered here.

     Global:

     https://webagent.anywhere365.io

     NORA

     https://nora-cus-webagent.anywhere365.io

     https://nora-cus-2-webagent.anywhere365.io

     https://nora-cus-3-webagent.anywhere365.io

     EMEA

     https://emea-weu-webagent.anywhere365.io

     https://emea-weu-2-webagent.anywhere365.io

     https://emea-weu-3-webagent.anywhere365.io

     APAC

     https://apac-eas-webagent.anywhere365.io

     https://apac-eas-2-webagent.anywhere365.io

     https://apac-eas-3-webagent.anywhere365.io

     Note: For DC2023.01 or older: Make sure that the URL contains the ‘clientid’ property (which value can be found under Client ID during step 2) and the 'referrer' property.
     The 'referrer' value should be the base url of your ServiceNow instance, e.g. https://instance.service-now.com
     https://webagent.anywhere365.io/?clientid=5ca7e8121e9aff800aee51c37141e5a4&referrer=https://instance.service-now.com
     Note: For DC2023.02 or newer: Make sure that the URL contains the ‘clientid’ property (which value can be found under Client ID during step 2).
     The 'referrer' has become optional.
     Warning: If not configured correctly you will get the following error: "CTI did not provide correct referrer. Please refresh CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. main window."

5. Allow the WebAgent URL:

   1. In the Navigation filter, enter sys_properties.list. Next, the entire list of properties in the System Properties table appears.
   2. Search for: glide.ui.concourse.onmessage_enforce_same_origin_whitelist
   3. Allow the WebAgent url: https://webagent.anywhere365.io

6. Navigate to User Administration > Users

   Click on the gear icon and personalize the list columns. It is highly recommended that you configure the ‘Email’ field and at least one phone field (Business phone, Home phone, Mobile phone).

7. Assign [sn_openframe_user] to the user (group). For the users of the application, for more information see documentation:

   https://docs.servicenow.com/csh?topicname=r_InstalledWithOpenFrame

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