Configure ServiceNow app for WebAgent

Note

Additional Anywhere365 WebAgent and CTI Integration license required.

Supported ServiceNow version

Utah
Vancouver
Washington

Prerequisites

Before continuing make sure the sign in is configured, see: Configure Sign-in for WebAgent
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, see: Install WebAgent Service

Configure ServiceNow Application

To find your ServiceNow version:

Log into your ServiceNow instance
In the menu type 'stats.do' and press [Enter]. This will open the Statistics page.
You can find your ServiceNow version under 'Build name'

Launch the ServiceNow application.

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
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

Note

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

Url: https://docs.servicenow.com/csh?topicname=t_CreateEndpointforExternalClients
Activate the OpenFrame plugin

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

Url: https://docs.servicenow.com/csh?topicname=t_ActivateAPlugin
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*:
  Copy
  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://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. e.g. https://instance.service-now.comhttps://webagent.anywhere365.io/?clientid=5ca7e8121e9aff800aee51c37141e5a4
  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."
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
  
  * 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
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).
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