Testing
In order to make sure the data lookups are working as expected we can test them directly within the Service Layout page.
The ServiceLayout has to be saved before the lookup tests can be made.
Under the related links there is a link to help build Phone number translation regex values, one to test the click-to-dial translations (see Click-to-dial Tester) and two links to test the configured queries.
Participant Lookup Tester
The participant lookup tester is able to execute the exact same query the gadget would for a new call. The phone number (since it is entered from the telephony system) can be placed in the ANI field and additional call data (call variables, ecc variables, etc.) can be entered to simulate the real call. If a record is found it is then also possible to query the Record lookup based on the found participant.
Directory Lookup Tester
The directory lookup tester is able to execute the exact same query the gadget would when typing something into the search field.
Click-to-Dial Tester
In order to make sure that the configured click-to-dial translations are working as expected they can be tested directly within the Service Layout page.
The ServiceLayout has to be saved before the tests can be performed.
There is a related link called "Click-To-Dial Tester" below the Service Layout configuration fields.
Simply enter a phone number in the first field as it is stored in ServiceNow and click the transform button. The second field will show the translated number as it will be dialed when an agent executes a click-to-dial.
Custom Integration Tester
In order to make sure that the configured custom integration is working as expected it can be tested within the Service Layout page.
The ServiceLayout has to be saved before the tests can be performed.
There is a related link called "Custom Integration Tester" below the Service Layout configuration fields.
Simply enter the custom integration views configuration in the first field as it is stored in ServiceNow and click the check button. The second field will show any errors in the configuration.