Unlock the potential of ServiceNow with Zoom Phone

Derek17 · ‎07-19-2023

I have two questions regarding this integration:

1. Are we able to link calls that are made to an incident? For example - if we are working trough an incident and make a call out to that user while in the incident, can this be logged/tied to the incident itself? I see that there is a call log, but this is not tied to a specific record or task. We want to track calls that have been made regarding certain incidents/tasks. If this is possible, how can we achieve this?

2. Due to the way that our business phone is configured in AD, it is not possible to link the zoom phone directory to our user table in ServiceNow. We use a xxx.xxx.xxxx format and the zoom phone integration is unable to locate users with that format. When making/receiving calls from the zoom integration, it always opens up a new user record rather than finding the existing user.

To work around this, I configured a new field named Zoom phone, and ran a background script to convert the xxx.xxx.xxxx format from business phone over to the preferred zoom phone syntax of (xxx) xxx-xxxx. I configured Click to Dial to use that field rather than business phone. However, when I make calls from zoom phone, it still seems to search for business phone and always goes to create a new record. Is there anyway for me to configure this so that I can have it point to the new zoom phone field that I created rather than using the OOB business phone field? I am not seeing any way to change this based on the integration documentation.

Unlock the potential of ServiceNow with Zoom Phone

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