Hi, we have implemented the WebEx plugin for integration with ServiceNow. The plugin itself is working well however I am looking to customize a few things.
1. Currently the integration looks at the ServiceNow CRM and if the ANI exists as the primary business phone number it will populate the caller. I would like to configure it to also search the Mobile number of the user and populate the caller if their mobile number matches the caller.
2. Currently the integration looks the callers number (ANI) and if a in progress incident exists it pops the in progress incident instead of creating a new incident. This does not work for our organization as we have multiple callers from number. I would like to either create a new incident each time or present a choice.
Any help would be appreciated
