Need help configuring CTI integration using Cisco Webex Contact Center to work in CSM Workspace

[Vijay Raulaji]

Hi Community,

Need help to setup the CTI integration to work with CSM Workspace. 

We are using Cisco Webex Contact Center for CTI solution. Update set came from Cisco with applied settings into servicenow to work. Configuration updated in and setup working fine in Std UI (since we can change dictionary attribute to call specific macro)

Issue started when we tried to setup same configuration in CSM Workspace. Currently field decorator set for phone fields with declarative UI action and mapping pointing to record in UI Builder. Unable to modify the settings.

Wanted to know how i can use same behaviour with specific cisco UI macro to get working in CSM Workspace.

[Community Alums]

Hi @Vijaysinh ,

Refer to these docs, you will get the idea :

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/cloud-call-center/concept/i...

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/workspace/reference/cs...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Vijaysinh]

Hi @Sandeep Dutta ,

Thanks for docs link. We would like to use our custom setup as i mentioned instead of servicenow voice integration.

[Ihor]

Have same requirements, did you find out something?

[RahulMishra01]

Hi Vijay, 

It seems you are trying to use the Cisco Webex codes on the ServiceNow environment, which is conflicting with the ServiceNow CSM configuration. Instead, go for a CTI connector that takes care of such integrations and configuration on its own. To learn about the features and workflow, check out NovelVox’s Smart CTI Connector. It’s a simple yet an effective tool to get started with. 
For more information: https://www.novelvox.com/cti-connector/webex-calling/

Hope this helps!!