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:
Agents can select their real-time status for Contact Center. Status options are configured by your Zoom Contact Center admin.
Learn more about Zoom Contact Center statuses.
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.
The Zoom Contact Center ServiceNow Integration has the same in-call controls as the Zoom desktop client. Learn more about in-call controls.
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.
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.
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.