Overview

Deprecation warning

Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated.

Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.

This guide describes how to work with b+s Connects for ServiceNow. As the application is highly customizable and not all features are available for the various supported systems, some screenshots might look different to the actual solution.

The application is divided into three logical parts:

1. Header - This section includes the navigation and the agent state bar.
2. Content - This section can contain the home screen as shown on the screenshot, the active work item view or one of the real time views.
3. Footer - The footer section can contain navigation options to switch between active work items.

Header

The Header section may be used to navigate between different screens of the application or to access advanced features.

1. Navigation Menu
2. Option Menu
3. Gadget Popout

Navigation Menu

Tip: Navigating between screens is also possible while having active workitems.

Option Menu

The Option menu in the upper right corner of the gadget shows your agent information such as your agent's first and last name, username and depending on the selected telephony option, your dial number or extension.

In addition, the following advanced features and settings are accessible via this menu:

1. My Agent Settings: Opens the agent settings in ServiceNow
2. Send Error Report: Saves the error report within ServiceNow in order to troubleshoot problems
3. About: Opens the About modal

The same features and settings can also be found on the Login mask when clicking the Options button:

About

The About modal containing the product name and the current version is displayed when clicking on the corresponding menu entry:

Gadget Popout

By clicking the relevant button on the gadget header, you can pop the gadget out and use it in a separate popup window. This allows the agent to place it on a different screen and prevents the gadget from overlaying important information within ServiceNow.

caution

Make sure the browser doesn't block popups in order to use this feature.

When opening the popup, the original gadget will automatically be hidden. Nevertheless it can be openend again by clicking on the phone icon. The original gadget will now show a page indicating that the gadget is open in a popup. On this page it is possible to Focus and close the popup to use it again in the original location.

You can also pop the gadget back in by just closing the popup.