Using the Zoom Contact Center Unified View for ServiceNow
The Zoom Contact Center Unified View for ServiceNow allows agents to access Zoom Contact Center functionality from ServiceNow. Follow this article to learn how to use the Unified View for ServiceNow to set your status, accept calls, view engagement details, and make outbound calls.
Requirements for using Zoom Contact Center Unified View for ServiceNow
How to access the Zoom Contact Center Unified View for ServiceNow
If the app installed by your administrator is available to you, it will show as a phone icon in the Agent Workspace.
- Click the Phone icon
. - Click Login, then sign in using your Zoom Contact Center credentials.
How to set your status
Agents can select their real-time status for Contact Center in the ServiceNow and the same status is auto synced with the Zoom Contact Center desktop app.
- In the top-left corner, click the status drop-down menu.
- 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.
How to use in-call controls
During an active call, the Zoom Contact Center Unified View for ServiceNow has the following controls:
- Recording controls
- Mute
- End call
- Hold (put the call on hold)
- Dial pad (DTMF keypad)
- Transfer (call transfer scenarios), including transfer to:
- Another agent
- A queue (queue list fetched from Zoom Contact Center backend)
- An external user/number
- Customer History: Past Engagements details of the customer in an active call
After the call ends, agent will see fields to enter a wrap code and notes.
How to use click to call
Agents can go to the Contacts section in the ServiceNow, open the contact and click the Phone icon to dial the external phone number.
How to use in-call controls in Zoom desktop
Use in-call controls and features in the Zoom Contact Center desktop app while call activity stays synced with ServiceNow.
This integration currently supports the Zoom Contact Center voice channel. Agents assigned to other Zoom Contact Center channel queues (video, chat, or SMS) should use the Zoom Contact Center desktop app.
