Cisco Task Routing

Since release 3.0.0 b+s Connects for ServiceNow supports media integration for UCCE and PCCE. Items that can be routed to agents are:

• Cases
• Incidents

Requirements

To use the media channels on the b+s Connects for ServiceNow gadget, the following requirements must be met:

• The agent must either be assigned to a skill group or to a precision queue (at least one) of the corresponding Media Routing Domain (MRD).
• The corresponding MRD must be configured in the Service Layout of the b+s Connects for ServiceNow application. See Service Layouts -> Cisco Task Routing.
• Cisco SocialMiner has to be installed and configured so that it is accessible from the ServiceNow instance. See Task Routing -> Cisco Social Miner Configuration.
• Business Rule created in the Global scope to route the corresponding task object. See Business Rules Examples.

Limitations

• Wrap-Up and transfer is not supported for media channels.

Business Rule for ServiceNow

In order to route a task object over Cisco SocialMiner to an agent, a Business Rule has to be created within the global scope of the ServiceNow instance. To do so follow the steps below:

1. Create a Business Rule Navigate to System Definition -> Business Rules and click New

2. Configure Business Rule basics

   1. Name the Business Rule (e.g. b+s SocialMiner Routing)
   2. Choose the task object table that should be routed (either incident for ITSM scenarios or sn_case_customerservice for CSM scenarios)
   3. Check the Advanced checkbox

3. Configure Business Rule When to run

   1. When: async
   2. Order: adjust when needed, normally the default value is ok
   3. Check Insert if you want to route only new tasks or Insert and Update to route new and updated tasks
   4. Choose Filter Conditions in case not every task (or task update) should trigger a route request

4. Configure Business Rule Actions. Nothing has to be changed

5. Configure Business Rule Advanced

   1. Condition: Can be left empty, except if the use case requires it
   2. Script: Use one of the examples below and adjust at least
      1. The Url to the Cisco SocialMiner Feed
      2. The Script Selector

See Business Rules Examples.