Dialogue Cloud

On Premises

WebAgent for ServiceNow CTI Actions and behaviors

Note

Additional Dialogue Cloud 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:

  • Contact
  • HR Profile
  • Incident
  • Problem
  • Change Request
  • Interaction
  • Customer Service Case
  • HR Case
  • Phonelog
  • HR Task

  • Used for:

    • Form

  • Used field(s):

    • mobile_phone

    • email

    • first_name

    • last_name

Introduced in DC2023.03

  • Used for:

    • Form

  • Used field(s):

    • mobile_phone

    • email

    • first_name

    • last_name

  • Used for:

    • Form

  • Used field(s):

    • caller_id

    • contact_type

  • Used for:

    • Form

  • Used field(s):

    • None

  • Used for:

    • Form

  • Used field(s):

    • requested_by

    • contact_type

  • Used for:

    • Form

  • Used field(s):

    • opened_for

    • type

Introduced in DC2023.02

  • Used for:

    • Form

  • Used field(s):

    • account

    • contact

    • contact_type

Introduced in DC2023.03

  • Used for:

    • Form

  • Used field(s):

    • opened_for

    • contact_type

  • Actions:

    • Create

    • Update

  • Used field(s):

    • phone_number

    • contact

    • call_type

    • start_time

    • duration

    • call_id

    • end_time

Introduced in DC2023.03

  • 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 Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. 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.

Important

ServiceNow handles an E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) caller ID differently in each workspace when WebAgent opens the New Contact form:

  • Classic UI – the E.164 number (for example +31612345678) is copied to the Mobile Phone field exactly as received.
  • CSM / FSM workspace – ServiceNow URL-encodes the leading plus sign (+) to %2B, so the number appears without the plus.
  • HR workspace (sn_hr_core_profile) – the phone parameter is ignored and the field remains empty.

The WebAgent CTI integration can’t detect which workspace is active, so ask agents to confirm the phone number before saving the new contact.

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

Based on the type of conversation the "Channel" field is automatically filled.

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

Create Interaction

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

Note

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

Based on the type of conversation the "Channel" field is automatically filled.

Create (Customer Service) Case

Introduced in DC2023.02

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

Note

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

If the conversation is linked to a contact, then the "Contact" and "Account" fields are 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