Using the Zoom Contact Center ServiceNow Integration

The Zoom Contact Center ServiceNow Integration allows agents to access Zoom Contact Center functionality from ServiceNow. 

Follow this article to learn how to use the ServiceNow integration to set your status, accept calls, view engagement details, and make outbound calls.

Note: This integration only supports the Zoom Contact Center voice channel. Agents assigned to other Zoom Contact Center channel queues (video, chat, or SMS) should use the Zoom desktop client.

This article covers:

Prerequisites for using Zoom Contact Center ServiceNow Integration

How to access the Zoom Contact Center ServiceNow Integration

  1. If the app installed by your administrator is available to you, it will show as a phone icon in the Agent Workspace.
  2. Click the phone icon.
  3. Click Login, then sign in using your Zoom Contact Center credentials.
    When the agent logs into the CTI connector, a new window will open, launching the WebRTC connection.
  4. Once the WebRTC Connection Window opens, click the Start button to ensure that autoplay for sound is enabled.
    Note: Agents should not close the WebRTC window, as doing so will impact ongoing engagements.

The call connection will remain intact even if the browser hosting the CTI connector is refreshed or reloaded. Ensure the following browser settings are configured:

How to set your status

Agents can select their real-time status for Contact Center. Status options are configured by your Zoom Contact Center admin.

  1. Open the Zoom Contact Center ServiceNow app.
  2. In the status drop-down menu located in the top-left corner, select Ready so that you can receive and accept incoming voice calls.

Learn more about Zoom Contact Center statuses.

How to accept an inbound call

When your status is set to Ready, you can accept inbound calls.

When receiving an inbound call notification, click Accept to answer the call. Your status will automatically change to Occupied.

Learn more about Zoom Contact Center inbound notifications.

How to use in-call controls

The Zoom Contact Center ServiceNow Integration has the same in-call controls as the Zoom desktop client. Learn more about in-call controls.

How to view engagement details

After the voice call has ended, you will see information about the closed engagement. Learn more about the engagement information displayed during wrap up.

During a call, you can access the engagement details by clicking the ellipses icon In the top-right corner then Engagement.

You can also add notes or disposition to the engagement.

How to make an outbound call

The integration enables agents to click-to-dial from within the CRM application to dial out to the customer with a customizable outbound caller ID. The outbound dialed call is automatically logged against the record whose number has been dialed out.

  1. Change your status to Not Ready.
  2. Next to the status drop-down menu, click the dial pad icon.
  3. (Optional) Below the dial pad, select your caller ID and queue:
  4. Within ServiceNow, find the user you would like to call. The phone number fields on the user page support the click-to-dial functionality

How to view call history

Call history is automatically synchronized with the customer data and history for each interaction. Agents can access the call history from the ServiceNow integration application.

  1. In the Zoom Contact Center panel, click History.
  2. Click the drop-down menu to select the time period to display historical data for.
  3. Click the filter icon to filter history.