Webex Contact Center within ServiceNow

[DibyaratnamS]

Hello All,

we are working on integrating webex contact center with servicenow instance via the plugin Cisco Webex Contact Center CTI Connector(x_caci_crm_wxcc). The documentation mentions, that every inbound and outbound call will generate an interaction by default.(https://help.webex.com/en-us/article/nw002t4/Access-and-use-Webex-Contact-Center-within-ServiceNow-(...

Is it possible to suppress this via the OpenFrame configuration so that no interaction is created by default.

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

#cti

#webex

#developers

[KPNow]

Hi @DibyaratnamS : 

Yes, I think it is possible to bypass or modify the creation of Interaction (interaction) records, but you generally cannot suppress it directly through standard out-of-the-box ServiceNow OpenFrame configuration settings alone. The standard OpenFrame configuration (under OpenFrame > Configurations) controls window geometry, URL parameters, sub-method configurations, and user roles, but the logic dictating record creation such as screen-pops and background call logging, is executed by the CTI connector's underlying JavaScript files and Script Includes.

In the Cisco Webex Contact Center CTI Connector (x_caci_crm_wxcc), the OpenFrame frame triggers UI Pages and Script Includes (such as propUtils or client-side Agent Desktop UI pages) that send GlideAjax requests to auto-create and link the interaction record whenever an inbound or outbound call connects.

To suppress this behavior in practice, you have a couple of options: modifying the scoped CTI script or using a business rule. The most direct route is updating the connector's script handlers (or custom Extension Points/Script Includes like propUtils) where setWebexcctable or screen-pop functions run, removing or conditionalizing the GlideRecord insert on the interaction table. Alternatively, if you want to avoid altering the scoped app's code directly, you can implement a before insert Business Rule on the Interaction table (filtered specifically by channel or source matching Webex CTI) that calls current.setAbortAction(true). However, one thing to caution is that completely suppressing interaction creation may break downstream features like auto-populating phone logs, call wrap-up notes, or automated incident/case association that rely on the interaction's sys_id.