Overview
b+s Connects for ServiceNow is a pre-packaged integration of ServiceNow and Cisco Contact Centers. It creates a centralized interface that manages the real-time flow of interactions between the ServiceNow desktop user interface and Cisco CCE/CCX and/or Cisco Webex Contact Center. The Contact Center utilizes b+s Connects for ServiceNow to route phone calls to the most skilled agents who can elect to accept and manage these interactions through the ServiceNow GUI.
The following Cisco Contact Centers are supported:
Cisco CCE/CCX Contact Centers
Multiple CCE/CCX Cisco Contact Center editions are supported. They provide Finesse servers as interface for CTI integrations.
- Cisco Unified Contact Center Enterprise (UCCE)
- Cisco Unified Contact Center Express (UCCX)
- Cisco Packaged Contact Center Enterprise (PCCE)
Cisco Webex Contact Center
Cisco Webex Contact Center is a cloud-only solution. It provides cloud based API's for CTI integrations.
Split documentation
Since most customers either use b+s Connects for ServiceNow for a Cisco CCE/CCX Contact Center or for a Cisco Webex Contact Center, the documentation is split into two sections:
- Finesse
- WxCC
You can select them in the top toolbar of the documentation.
Some shared documentation (like this page) can be found in both sections of the documentation.
High-Level Architecture
Connects for ServiceNow is the umbrella term for the ServiceNow and Contact Center integration solution. It consists of the following components:
b+s Connects for Cisco Contact Center Package
The Connects for Cisco Contact Center Package is a scoped ServiceNow application installed from the official ServiceNow Store into a ServiceNow instance.
b+s Connects Finesse Gadget
The Connects Finesse Gadget is the web application in ServiceNow that the agent uses to interact with Cisco CCE/CCX Contact Centers services. It is part of the b+s Connects for Cisco Contact Center application and establishes the connection to Cisco CCE/CCX via Finesse servers.
b+s Connects WxCC Gadget
The Connects WxCC Gadget is the web application in ServiceNow that the agent uses to interact with Contact Center services. It is part of the b+s Connects for Cisco Contact Center application and establishes the connection to WxCC.
Depending on configuration, either the Finesse Gadget or the WxCC Gadget is loaded from CDN.
Architecture for Cisco CCE/CCX Contact Centers
b+s Connects for Cisco Contact Center Package is loading the b+s Connects Finesse Gadget from CDN. The Gadget is connecting to the Finesse Server of Cisco CCE/CCX Contact Center.
Architecture for Cisco Webex Contact Centers
b+s Connects for Cisco Contact Center Package is loading the b+s Connects WxCC Gadget from CDN. The Gadget is connecting to Cisco Webex Contact Center.
Deployment
The b+s Connects for Cisco Contact Center Package is hosted within ServiceNow.
The b+s Connects Finesse Gadget and WxCC Gadget are hosted by Bucher + Suter on public cloud based origin servers and can be accessed via a global network of edge locations (CDN). The public cloud provider is responsible for the distribution of the application and guarantees low latency and high data transfer speeds.
Except for the initial loading of the Gadget there is no involvement or communication with the public cloud provider. All communication always takes place between the agent's browser and Cisco Contact Center and between the agent's browser and ServiceNow.
We split the release schedule into a scoped app (store release) and an agent desktop (gadget). The release schedule for the store release is a couple of times a year, whereas the release schedule for the gadget is biweekly. Triggered by technical limitations, we have taken this opportunity to provide you with an up-to-date, secure and convenient update plan. Thereby our highest concern is not to disturb your business. This means: We ensure that security and bug fixes are automatically installed every two weeks. New functions have to be installed manually by updating the store app. This gives you the opportunity to test visible changes in a targeted manner, while guaranteeing secure operation through automatic updates.
In order to ensure compatibility with upcoming ServiceNow releases and to provide a high level of security, b+s will deploy minor and patch releases of the gadget automatically in a two week cadence. For major updates or releases which require server-side changes, on the other hand, the package must also be updated manually in ServiceNow.
Versioning
The b+s Connects for Cisco Contact Center package and the b+s Connects Gadget components are versioned differently. Both versionings are independent from each other. Please read the following chapters carefully to avoid any misunderstandings.
b+s Connects for Cisco Contact Center Package versioning
The ServiceNow-hosted scoped application that is installed from the official ServiceNow Store (also known as "store release") gets updated a couple of times a year. Each update leads to a new version following the Semantic Versioning principle.
This numbered version, e.g. 4.10.0, can be seen in the "Version" section when viewing the application in the ServiceNow Store as well as in the Application Manager within the respective ServiceNow instance.
To simplify the distinction from both components, a named version for the store release has been introduced (in addition to the numbered version). We use animal names in alphabetical order:
| Named version | Numbered version | Description |
|---|---|---|
| Albatross | 4.13 | The first named version of b+s Connects for Cisco Contact Center Package (store release) on the ServiceNow Store. |
| Buffalo | 5.1 | The second named version of b+s Connects for Cisco Contact Center Package (store release) on the ServiceNow Store. |
| Cheetah | 5.7 | The current named version on the store. |
| Dolphin | - | The next named version for the store release. |
The named version (Albatross, Buffalo, etc.) can also be seen in the ServiceNow Store as well as in the About menu directly within the gadget.
b+s Connects for Cisco Contact Center Package releases until version 4.10 do not have named versions.
b+s Connects Gadget versioning
The two b+s Connects Gadget web applications for Finesse and WxCC (also known as "gadget") that are provided by a CDN are updated at a regular cadence of around two weeks. Also here, each new update leads to a new version following the Semantic Versioning principle.
This numbered version, e.g. 4.11.5, is referenced in our Changelog along with relevant release information and it can be seen in the About menu directly within the gadget.
Please note that some changes only have an impact for either Finesse gadget or the WxCC gadget. The changelog entries are tagged with "Finesse" and/or "WxCC" to document that.
Please note that some of the gadget versions require a certain store release version. If this is the case, it will be indicated by the "Store release required: ..." information of the respective version in the changelog.
There are no named versions for the b+s Connects Gadget components.
Updates
For more information on updates and how to install them, refer to the Updates page.