Phone directory
Summarize
Summary of Phone directory
The phone directory feature in ServiceNow enables agents to make outbound calls directly from their instance to queues, other agents, and external numbers. It supports integration with third-party CCaaS (Contact Center as a Service) call platforms, allowing agents to access organizational contacts and queues seamlessly through an integrated contact center environment.
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The phone directory interface includes tabs for queues, agent contacts, and external contacts. Contact center administrators control the visibility and number of contacts displayed, ensuring a tailored experience for agents. Once the back-end integration is configured, the phone directory becomes accessible within the Customer Service Management (CSM) Configurable Workspace.
Configuration
Administrators can configure the maximum number of contacts visible per tab and limit search results to optimize performance by adjusting the iccsearchlimit system property. This property sets the upper bound on the number of contacts returned in search results, with a maximum configurable value of 25.
Voice channel integrations are supported via CCaaS Store Apps such as the Unified Experience from Genesys - Core. These integrations enable rich call control features within the ServiceNow platform.
Search Functionality
When agents perform searches in the phone directory, the system sends a getSearchTarget event to the integrated CCaaS platform, which returns a list of matching contact records (searchTargetList). The number of contacts returned respects the configured iccsearchlimit, ensuring efficient and relevant search results.
The phone directory’s search interaction relies on OpenFrame API events and parameters, facilitating real-time data exchange between ServiceNow and the CCaaS system. This integration ensures agents have up-to-date contact information and can quickly initiate outbound calls.
The phone directory enables agents to make outbound calls to queues, other agents, and external numbers from their ServiceNow instance.
Phone directory overview
The phone directory helps agents make outbound calls to contacts within their organization and external numbers. Organizations can integrate with any third-party CCaaS call integration feature that enables agents to access their contacts and queues through their integrated contact center. The phone directory displays tabs for queue, agent contacts, and external contacts, and the contact center admin can configure the number of contacts displayed.
The contact center admin must enable and configure the phone directory for the agents to view and use it in their global call list from their ServiceNow instance. After the back-end integration is complete, the phone directory displays in CSM Configurable Workspace.
Configuration
The contact center admin can configure the number of contacts displayed in each tab of the phone directory. The number of search results displayed can be configured and limited using the icc_search_limit system property. This property controls the maximum number of search results returned when agents perform searches, ensuring that search performance remains optimal while providing agents with relevant contact options. The search limit can be configured to return a maximum of 25 results.
For more information on ICC call features, see Interaction Controls Component (ICC) call features and Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations.
Phone directory Search
When a user performs a search in the phone directory search box, the system triggers a search event and exchanges data with your CCaaS provider. For example, when an agent enters a search query (such as "John") and initiates a search, the getSearchTarget event triggers and is sent to your integrated CCaaS system. The system processes the search request and returns a response containing the searchTargetList parameter, which is a list of contact records that match the search criteria. If the icc_search_limit is set to 10, the searchTargetList will return up to 10 contact records matching the agent's search. The following diagram illustrates the technical interaction between the phone directory, the getSearchTarget event, and the CCaaS system.
For details on the searchTargetList parameter, see openFrameAPI - setICContext(String Type, Object <Context>).
- getSearchTarget
- openFrameAPI - subscribe(openFrameAPIEVENT event, function eventCallback)
- searchTargetList
- openFrameAPI - setICContext(String Type, Object <Context>)