Click-to-Dial

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.

Because it must be possible to display the click-to-dial UI macro in views that are not in the b+s Connects for ServiceNow application scope, this UI macro has to be installed manually and is not part of the b+s Connects for ServiceNow application in the ServiceNow store.

Binaries

The "click-to-dial" UI macro can be downloaded as a ServiceNow Update Set here.

Import the Update Set

Step by step instructions:

1. Login to ServiceNow Service Management as an administrator.
2. Go to Retrieved Update Sets by searching in the left panel.
3. Click on theUpdate Set from XML link.
4. Click the Browse... button and choose the XML file downloaded above.
5. Click the upload button.
6. Click on the Update Set: bsClickToCallUIMacro in the list.
7. Click Preview Update Set.
8. If everything has worked, click Commit Update Set. Otherwise check the error message, solve the issue and start importing the Update Set again.

Add the UI Macro to a field

To display the UI Macro next to a field, it has to be configured as follows:

Step by step instructions:

1. Login to ServiceNow Service Management as an administrator.
2. Open the view where the "Click-to-dial" button should appear.
3. Right click the label of the field that should display the button and choose Configure Dictionary.
4. Under Related Links, choose the tab Attributes and click the New button.
5. Choose Field decorations as attribute and type in bs_click_to_call as value and submit

info

Before ServiceNow Madrid the fields of type Phone Number were not able to display UI Macros. As a workaround they can be changed to type Phone Number (E164).

tip

In case you want to display more than one UI Macro, just separate them with a semicolon (e.g. any_macro;bs_click_to_call).

Add the UI Macro to a reference field

The click to dial buttons also work on reference fields. For these fields it will send all numbers of type Phone Number and Phone Number (E164) to the gadget. If only one is configured the gadget will directly dial this number, otherwise the agent can choose it in the gadget.

1. Login to ServiceNow Service Management as an administrator.
2. Open the view where the "Click-to-dial" button should appear.
3. Right click the label of the reference field that should display the button and choose Configure Dictionary.
4. Under Related Links, choose the tab Attributes and click the New button (or just edit the value if it already exists).
5. Choose Reference contributions as attribute and type in bs_click_to_call as the value and submit.

tip

In case you want to display more than one UI Macro, just separate the macros with a semicolon (e.g. any_macro;bs_click_to_call).

Workspace view

UI macros are made for the UI16 (and earlier) views of ServiceNow only. They do not work within the Workspace view. The Workspace views support click to dial buttons for phone fields out of the box. But unfortunately there is no possibility to do this for reference fields.