Setting up the Zoom Contact Center Unified View for ServiceNow

Requirements for setting up the Zoom Contact Center Unified View for ServiceNow

• Account owner or admin privileges for the Zoom web portal and ServiceNow Console
• Zoom Contact Center license
• Required ServiceNow apps and plugins:
  • Customer Service Management required plugins (sn_csm):
    • CSM Configurable Workspace (sn_csm_wrkspc)
  • ServiceNow Voice (sn_cti_core)
  • Openframe (sn_openframe)
  • Advanced Work Assignment (com.glide.awa)
  • Advanced Work Assignment – External Routing Support (com.glide.awa.external)
  • Interaction Control Component (sn_int_control)
    • Sn-timer (sn_timer) - Automatically installed

How to install the ServiceNow store app

1. Sign in to ServiceNow.
2. From the top menu, click All.
3. Expand System Applications and select All Available Applications, then click All.
4. Search for applications or plugins.
5. If you are installing on an internal instance, expand System Applications and select My Company Applications.
6. Search for the application named Zoom CX Unified View for ServiceNow, then install it.

How to create an inbound integration (Application Registry)

To manage and control external applications, create an inbound integration in ServiceNow. This allows you to register Zoom Contact Center with your ServiceNow instance using OAuth authorization.

1. Sign in to ServiceNow.
2. From the top menu, click All.
3. Expand System OAuth and select Inbound Integration.
4. Click New.
5. Select OAuth Authorization Code Grant.
6. Fill in the required details:
   • Name: Enter a unique name that identifies the application.
   • Client ID: The ID is auto generated by ServiceNow.
   • Client Secret: Leave this field blank. The client secret is generated when the form is submitted.
   • Redirect URLs: Enter the following URLs as a comma-separated list:
     • https://zoom.us/cci/multi/crm-oauth-login
   • Scope : Enter useraccount.
7. Click Submit.
8. Copy and save the Client ID and Client Secret.
   These will be required later when creating the integration in Zoom Contact Center.

How to create a ServiceNow integration user

Create a dedicated integration user to manage Zoom Contact Center as an external application. This user will be used for authentication and API communication between the two systems.

1. Sign in to ServiceNow.
2. From the top menu, click All.
3. Expand User Administration and select Users.
4. Click New.
5. Fill in the following details for the user:
   • User ID: Create a unique identifier for the user.
   • First Name and Last Name: Enter the user's name.
   • Active: Select the option to mark the user as active
   • Internal Integration User: Select the option to mark the user account as internal integration user.
6. In the Roles section, assign the following roles:
   • awa_integration_user
   • awa_external_user
   • interaction_admin
   • interaction_agent
   • interaction_integration_user
   • sn_openframe_api_user

How to set up the ServiceNow instance

Setup agents

Ensure that agents who will log in to the Customer Service Management configurable agent workspace have the correct roles. These roles allow them to accept work items from Zoom Contact Center queues.

1. Sign in to ServiceNow.
2. From the top menu, click All.
3. Expand User Administration and select Users.
4. Open a user record.
5. Assign the following roles:
   • awa_external_user
   • awa_integration_user
   • awa_agent
   • agent_workspace_user
   • sn_customerservice.csm_workspace_user
   • sn_customerservice_agent
   • sn_openframe_user
   • interaction_agent

Create presence states

1. Sign in to ServiceNow.
2. From the top menu, click All.
3. Click Presence States.
   Note: Currently, only the following presence states are supported for synchronization: Available, Away, and Offline.

Create OpenFrame configuration

ServiceNow OpenFrame allows integration of third-party telephony systems such as Zoom Contact Center.

1. Sign in to ServiceNow.
2. From the top menu, click All.
3. Expand OpenFrame and select Configurations.
4. Click New.
5. Fill in the following details:
   • Name: Enter a name for the configuration.
   • Title: Enter the title displayed in the OpenFrame window.
   • Order: Enter a number to define priority. Lower numbers take precedence.
   • Show Presence Indicator: Enable this option.
   • Enable Interaction Controls: Enable this to allow use of the dial pad.
   • Provider Application: Select Zoom Contact Center.
   • Default Experience: Select CSM or FSM Configurable Workspace.
   • Width: Enter 650.
   • Height: Enter 650.
   • NavBar icon: Enter phone-outline.
   • URL: Enter the Zoom Contact Center URL to launch within OpenFrame.
     • Example: x_zvmi_zoom_cx_u_0_ZoomCXUnifiedCallPane.do
   • Active: Enable this option.
   • User Group column: Select the appropriate group and move it to the selected column. This user group refers to the group of users to whom the OpenFrame configuration applies.
6. Click Submit then Update.

How to create an external queue in Advanced Work Assignment

Create an external queue in ServiceNow that maps to the Zoom Contact Center queues.

1. Sign in to ServiceNow.
2. At the top menu, click All.
3. Expand Advanced Work Assignment and select Queues.
4. Click Create New and enter the following details:
   • Queue Name: Enter ZCC External Queue.
   • Service Channel: Select Phone.
   • External: Enable this option.
   • Provider Queue ID: Enter zcc_provider_queue_id.
   • Define Condition: Enable this option.
   • Condition Mode: Select Simple.
   • Add a routing condition where the Type is Phone.
5. Click Submit then Update.

How to set up the Zoom Contact Center ServiceNow voice integration

1. Sign in to the Zoom web portal.
2. In the navigation panel, click Contact Center Management then Integrations.
3. Click Add integration and select ServiceNow Voice.
4. Enter the required details, including name, subdomain, Client ID, and Client Secret.
   Note: Paste the Client ID and Client Secret you obtained from the previous section.
5. Complete the OAuth authorization process.

How to set up the client integration

1. Sign in to the Zoom web portal.
2. In the navigation panel, click Contact Center Management then Users.
3. Select the agent.
4. Click the Policy tab.
5. Under the Engagement handling section, locate Zoom Contact Center CTI.
6. Select ServiceNow Voice Integration from the drop-down menu.

How to create dispositions for a queue

1. Sign in to the Zoom web portal.
2. In the navigation panel, click Contact Center Management then Dispositions.
3. Create a disposition.
   Note : Only single-level dispositions are currently supported. Nested or multi-level dispositions are not supported.
4. Assign the dispositions to a queue.
5. Set the wrap-up duration so that the timer appears correctly in ServiceNow wrap-up dialogs.

This integration currently supports the Zoom Contact Center voice channel. For more details refer to ServiceNow Voice Framework