Using Zoom Phone with the ServiceNow app


With the ServiceNow for Zoom Phone app, users can make and receive calls via Zoom Phone within ServiceNow. Once in the call, if the number is already associated with a user profile in ServiceNow, the profile will automatically be displayed for the agent. Other included features are:

This article covers:

Prerequisites for using Zoom Phone with ServiceNow app

How to add Servicenow with Zoom Phone app

  1. Log in to Zoom Marketplace as an admin.
  2. Search for ServiceNow for Zoom Phone and click the app.
  3. Click Visit site to Add to be redirected to ServiceNow.
  4. Install the Zoom Phone integration from the ServiceNow app store.

How to configure ServiceNow for use with Zoom Phone

Create the OpenFrame configuration

  1. In the Filter navigator within ServiceNow, search for openframe.
  2. Under OpenFrame, click Configurations.
  3. Click New, to create a new configuration.
  4. Fill the Name and Title fields with the desired name for the configuration.
  5. Click the checkbox for Active.
  6. For the Width field, enter 350.
  7. For the Height, field enter 700.
  8. For the URL, enter x_zvmi_zoom_phone_home.do.
  9. Click Submit.
    Once the page has refreshed, the OpenFrame icon will appear in the top panel.

Add the app origin to an allow list

  1. In the Filter navigator within ServiceNow, type sys_properties.list and press enter.
  2. In the properties list, search for glide.ui.concourse.onmessage_enforce_same_origin_whitelist.
  3. Edit the property, and in the Value field add https://applications.zoom.us.
  4. Click Update.

Set up the ServiceNow Oauth client

  1. In the Filter navigator within ServiceNow, type System OAuth.

  2. Click Application Registry.

  3. Click New.

  4. Click Create an OAuth API endpoint for external clients.

  5. In the Name field, enter the name of the endpoint (ex. Zoom Phone client).
  6. In the Redirect URL, enter https://applications.zoom.us/phone/auth/servicenowphone/redirect.
  7. Copy and save the Client Id and Client Secret for use later in the configuration.
  8. Click Submit.

How to configure the integration in Zoom

  1. In the Filter navigator within ServiceNow, type Zoom Phone.
  2. Click Configuration.
    You will be redirected to the ServiceNow configuration page, in the Zoom Marketplace.
  3. In the Instance Name field, enter the name for your ServiceNow instance. 
    Note: The name of the instance can be found in the URL for your ServiceNow instance ( https://[instance name].service-now.com).
  4. In the Client ID field, paste the Client ID saved in the previous section. 
  5. In the Client Secret field, paste the Client Secret saved in the previous section. 
  6. Click Save.
  7. When prompted, click Authorize.

How to configure Click to Dial

  1. In the Filter navigator within ServiceNow, type System Definition.
  2. Under System Definition, click Tables.
  3. In the Name field, search for sys_user.
  4. Click the User table.
  5. In the table, under the Column label, click Business Phone.
  6. At the bottom of the window, under Related Links, click Advanced view. 
  7. In the Attributes field, enter field_decorations=x_zvmi_zoom_phone_ClickToCall.
  8. Click Update.

How to make a call using Zoom Phone in ServiceNow

Note: Any changes to your Zoom account, such as assigning or removing a direct number, will require a refresh of your browser page to reflect that change.

Make a call using Open Frame

  1. Sign in to your ServiceNow account.
  2. Click the Zoom Phone Open Frame icon.
    The Zoom Phone widget will open, and prompt for sign in. 
  3. Sign in with your Zoom credentials.
  4. To authorize the app, click Allow.
  5. Dial a number in the Zoom Phone widget.
    • If the dialed number already has an associated record in ServiceNow, the agent will be redirected to the respective user profile page.
    • If the dialed number is not associated with a record, the agent will be redirected to the New record page.

Start a new phone call from a user record

  1. Sign in to your ServiceNow account.
  2. Navigate to the desired user's record.
  3. Next to the Business phone, click the phone icon  to start a new call.

Place a call on hold

While in a call conversation, you can place the call on hold as follow:

Notes: 

  1. Click the Hold button .
  2. Click the Unhold button to resume the call.
  3. (Optional) If you have several calls on hold, on the top of your widget screen, click the call you wish to retrieve, then click the Unhold button  to resume the call.

Mute or unmute a call conversation

While in a call conversation, you can mute/unmute the call as follow:

  1. Click the Mute button , to mute the call.
    Your call will be muted and the button will change to the unmute button .
  2. Click the Unmute button , to resume the call.

Record a call conversation

While in a phone call, you can record the conversation if desired as follow:

  1. On the phone dial pad, click Record.
  2. Click Stop Recording, to stop the recording.

How to receive calls in ServiceNow

During an incoming call, the Zoom Phone widget will display a call notification to help identify the caller.

How to use SMS in ServiceNow

The SMS feature in the Zoom Phone app in ServiceNow allows you to send and receive text messages (SMS) if you are assigned this privilege by your admin. If you don't have this function, please contact your Zoom admin.

Send a text message to a phone number or contact

  1. Access the Zoom Phone widget in your ServiceNow app.
  2. From the phone dial pad, select the SMS tab.
  3. Click the pencil icon  to start writing your new text message.
  4. In the To: box, type the phone number or the name of the contact to send the text message.
  5. In the Text here... box, type your message.
  6. Click the send icon  to send your message.
    Your message will be sent.
    • If sending the message fails, click Retry to send the message again, or click Delete to delete it.
  7. (Optional) Click the file icon  to send images.
    Note: Only JPG, PNG, JPEG, GIF files are supported at this time with a maximum size of 2MB, and you can only send one image at a time.

Notes:

Read a text message

  1. Access the Zoom Phone widget in your ServiceNow app.
  2. From the phone dial pad, select the SMS tab.
  3. Click the text message you desire to read.

How to view voicemails in ServiceNow

  1. In your softphone dialer widget within ServiceNow, click the Voicemail tab.
    The tab will show the count of new voicemails on its right.
    Note: Voicemail messages are displayed in reverse chronological order with the most recent messages at the top.
  2. Hover over a voicemail entry for these options:
    • Click the phone icon to call the selected number.
    • Click the play icon to play the associated voicemail.
    • Click on the more icon , then select Delete to delete the voicemail.

How to view call logs in ServiceNow

  1. In the Filter navigator within ServiceNow, type Zoom Phone.
  2. Under Zoom Phone, click Call Logs.

Calls logs will be displayed, including if the call was incoming or outgoing, the start time for the call, and the duration of the calls. The logs will also contain any recordings and voicemails as well. 

How to view call history in ServiceNow

  1. In your softphone dialer widget within ServiceNow, click the History tab.
    Your call history will be displayed showing the name, or the number of the users you called with the date and time. The most recent call history will display at the top.
  2. Click the refresh icon , to view the latest calls.
  3. To the right of All History, click the drop-down arrow , then select All, Missed, or Recording.
    The calls will be filtered and will display your selection.
  4. Hover over a call history entry for the following options:
    • Click the phone icon to call the selected number.
    • If the call was recorded, click the play icon to play the associated recording.
    • Click on the more icon , then select Delete to delete the call entry.