Help with the Webex Contact Center integration with ServiceNow

[Jason Thrasher]

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

[Ned Chamberlain]

Bump on this thread.  Looking to do the same thing!

[Shawn McPherson]

Within the Openframe configuration you can set different attributes using JSON.  The Webex product documentation shows how to handle some of these, but there are also some best practice considerations to think through.  Example being, should we create an incident for every inbound call?  Probably not since it will skew our numbers.  Some things might be requests, or a question, or to check status on something.  It all depends on how your IVR/IVA is setup.

https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version...

If you want we can setup a call to talk through this.

Shawn McPherson

TTEC Digital

[Bhuvan]

@Jason Thrasher @Ned Chamberlain 

https://store.servicenow.com/store/app/3fe073a61ba46a50a85b16db234bcb44

If you are already using Integration Hub Spokes for the integration, I would recommend creating custom action(s) to fulfill your requirements.  

WebEx Contact Center provides REST API integration and you can create a custom action via REST Step, process the payload, look up record(s) and create/update the record in corresponding tables. Where needed, you can edit the flow and use custom action by replacing out of box one. If Flow is read-only, make a copy of it, edit the new flow and disable out of box flow.

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan