Requirements

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.

Webex Integration Application

In order to use and login to WxCC via the b+s Connects for ServiceNow Gadget, a Webex Integration Application is required which provides access to the WxCC API's.

To create a new Webex Integration Application, follow these steps:

1. Go to https://developer.webex-cx.com/ and login with an existing user from your WxCC tenant.
2. Upon successful login, click on the account avatar in the upper right corner and select My Webex Apps.
3. The "New App Integration" form opens. Provide the necessary data as follows:
   1. Integration Name: a custom name for your new application
   2. Description: a meaningful description for the application, i.e. "WxCC Integration App for my ServiceNow instance"
   3. Provide the URI:
      1. for a production instance: https://connects.bucher-suter.com/snow_wxcc/v5/stable/oAuthRedirect.html
      2. for a non-production instance: https://connects.bucher-suter.com/snow_wxcc/v5/preview/oAuthRedirect.html
   4. Scopes: Tick the checkboxes for the scopes cjp:config, cjp:user and cjp:config_read
   5. Accept the Terms of Service and Privacy Policy and click on Add Integration
4. After submitting, an overview of the application details is displayed. Make sure to copy and save the Client ID, Client Secret and the OAuth Authorization URL as they are required in upcoming configuration steps.

OAuth Application Registry

1. Login to your ServiceNow instance with a user with admin privileges.
2. Navigate to System OAuth > Appliaction Registry. The "Application Registries" table opens.
3. Create a new Application Registry as follows:
   1. Use the template Connect to a third party OAuth Provider
   2. Name: Webex Contact Center Login (must match exactly or see how to change)
   3. Client ID: Enter the Client ID from the previously created Webex Integration Application
   4. Client Secret: Enter the Client Secret from the previously created Webex Integration Application
   5. Default Grant type: Select Authorization Code
   6. Accessible from: Select All application scopes
   7. Active: Make sure the checkbox is activated
   8. Authorization URL: Leave empty
   9. Token URL: Enter https://webexapis.com/v1/access_token
   10. Token Revocation URL: Leave empty
   11. Redirect URL: Leave empty
   12. Send Credentials: Select In Request Body (From URL-Encoded)
   13. Comments: Enter a meaningful comment, i.e. "Used to authorize against Cisco Webex Contact Center API's"
4. Save the Appliaction Registry.

Change gadget path

If the gadget path in System Properties gets changed from preview channel to stable channel or vice versa on the same ServiceNow instance, a corresponding oAuth Application Registry must be used. This registry must reference the correct URI via the Client ID and Client Secret.

info

As the oAuth Application Registry must exactly match the name Webex Contact Center Login, we recommend to create multiple entries and rename those which are not in use. By doing this, you make sure that there is always the correct oAuth Application Registry used to log in to WxCC. If you want to switch between multiple WxCC servers see OverrideOAuthRegistry.

Configure Contact Center

When a new Contact Center of type "WxCC" is created, make sure to enter the OAuth Authorization URL from the created Webex Integration Application in the WxCC Authorization URL field.

For more information about Contact Centers, refer to the Contact Centers page.