Agent Settings
An agent is a ServiceNow user allowed to access b+s Connects for ServiceNow. With Agent Records, contact center specific configuration are assigned to existing ServiceNow users.
General
If the Cisco agent credentials are already known at the time of creating the agent in ServiceNow, provide them directly. To create multiple agent records, please read the Agent Producer documentation to help streamline the configuration effort. Every created Contact Center Agent will get the role "x_busag_cnx.CC Agent" automatically. In order to be able to remove this role when deleting an agent, the steps under Deleting Agents will need to be completed.
User
The ServiceNow user that will become a Contact Center Agent.
See Bulk Agents
Required: No
Default value: Empty
Finesse servers
The Finesse Server this agent should connect to.
See Finesse servers
Required: No
Default value: Empty
Service layout
The Service Layout this user should use.
See Service layout
Required: No
Default value: Empty
Auto Login
To make it easier to change contact center agent credentials or just the extension, a login mask is available on the b+s Connects for ServiceNow gadget.
There are two modes for the login process. These are with or without auto-login. To change this setting, go to the "My Agent Settings" form and check/uncheck the "Auto Login" checkbox.
By default, auto-login is enabled.
Auto Login enabled
If the auto-login setting is enabled, b+s Connects for ServiceNow doesn't show a login mask when the gadget is opened for the first time. The agent is logged in automatically with the credentials and extension entered at "My Agent Settings".
When the agent logs out, the login mask is displayed prefilled. The agent can now change these values or click the login button directly.
Auto Login disabled
When working in hot desking environment it would make sense to have a login mask displayed when first logging in where the agent credentials and extension can be changed.
The first time the gadget is opened, the login mask is displayed:
To log out, the agent clicks on the voice channel button and chooses Logout.
This logs out the agent from all channels and the login mask is displayed again.
The values entered on the login mask will be saved to the session storage of the current browser tab. In case the tab is closed,
this information will be lost and the credentials from My Agent Settings stored in ServiceNow are used when the agent reopens the page again.
Keep in mind that after closing and reopening a page, containing multiple tabs or when impersonating the ServiceNow user, errors can occur if the login data in the session storage differs from the data configured in My Agent Settings. Especially if the Contact Center agent or device is already used by another agent.
Required: No
Default value: True
Username or Agent ID
The Cisco Finesse Username or Agent ID. (Login with Username requires Finesse 12.5 or newer)
Required: No
Default value: Empty
Password
The Cisco Finesse Agent password.
Required: No
Default value: Empty
Extension
The Cisco Finesse Agent extension.
Required: No
Default value: Empty
Advanced settings
Color Theme
The color theme to use on the user interface. Valid values are light and dark.
To save eyes from fatigue, agents can choose between two different color schemes - Light and Dark.
When using light mode, the gadget will be displayed as follows:
When using dark mode, the gadget will be displayed as follows:
Required: No
Default value: Light
Enable Automatic Screen Pop
If enabled, the found participants details will automatically be opened in ServiceNow.
When enabling automatic screen pop it is also enabled in UI16, which is not recommended, as data can get lost when a call comes in and the agent is working on something.
Required: No
Default value: False
Enable Desktop Notifications
If an agent is not working exclusively within ServiceNow, incoming calls may be missed. For example when the browser is minimized or another page is being viewed.
To avoid missing incoming calls or agent state changes made by the system / supervisor, desktop notifications can be enabled.
Depending on the Browser, incoming calls can be answered directly in the desktop notification by clicking the "Answer" button.
If this feature is used, but notifications are not allowed, the gadget will display an error message where the agent can choose to either disable Desktop Notifications in the configuration, open a new page to change the sites permissions or just ignore the error. If the agent chooses to open the new page to allow Desktop Notifications and then clicks the "Notify me" button, the browser will ask for permission to display Desktop Notifications for the current page and saves the decision.
Agents must agree to this request, otherwise no desktop notifications will be displayed.
For Google Chrome see: https://support.google.com/chrome/answer/3220216?co=GENIE.Platform%3DDesktop&hl=en
For Firefox see: https://support.mozilla.org/en-US/kb/push-notifications-firefox
For Microsoft Edge see: https://blogs.windows.com/msedgedev/2016/05/16/web-notifications-microsoft-edge/
The display of desktop notifications is operating system and browser specific.
Firefox no longer allows the gadget to display desktop notifications (restriction for cross-origin iFrames introduced in version 107).
Required: No
Default value: False
Mobile Agent Selected
This checkbox defines the default value for the "Sign in as a Mobile Agent" checkbox on the login mask of the gadget. If not selected, agents are still able to login as a mobile agent.
Required: No
Default value: False
Mobile Agent Mode
Supported connection modes are Call-by-Call or Nailed. The value chosen here will be used as the default value on the login mask of the gadget.
Required: No
Default value: Call by Call
Mobile Agent Remote Number
The value entered in this field will be used as the default value for the Dial Number field on the login mask of the gadget.
Required: No
Default value: Empty