ServiceNow CTI Adapter

Overview

ipSCAPE supports ServiceNow integration. Once configured you will see a 'softphone' within ServiceNow from which you can make and receive calls.

1. Compatibility

ipSCAPE supports CTI integration up to the following versions of ServiceNow:

The instructions below are compatible with the most recent version of ServiceNow listed in this table.

2. Configuring ServiceNow Integration

In order to set up integration you will need to log into a ServiceNow instance as an administrator and complete the following steps:

• Add Plugins (Openframe, Service Desk Call & CTI softphone)

• Configure the Openframe to point at ipSCAPE 

Add Plugin - Openframe

Go to the System Plugins screen by searching for plugins under All on the left-hand side of the management console toolbar:

1. Select the Plugins option from the Systems Definition menu shown above and which will open the All Applications screen. The following plugin is required:

   • Openframe [ID: com.sn_openframe]

   • Service Desk Call  [

   • Notify [com.snc.notify]

   • CTI softphone [com.snc.cti]

2. In the Applications search box add the name of the plugin and it will appear in the list below

   

3. Click Install to open the Activate Plugin screen:

   

4. Click Activate to continue. Once complete, a success message is displayed with the options to View Logs, View PlugIn List or Close & Reload

   

If the activation fails this may be due to a dependency for this plugin that has not been installed.

In this instance go to the 'View Logs' option and find the name of the plugin that needs to be installed and then go back to step one and install it.  

 2. Configure Openframe Plugin

Now the Openframe plugin is installed it will need to be configured 

1. Find the Openframe plugin by entering its name in the All search box from the toolbar and select Openframe > Configurations.
   

   

2. From the OpenFrame Configurations screen, click New in the top righ-hand side and enter the following details and press Update to save.

The configuration below is demonstrating a basic use-case and will not be applicable across all scenarios.
For further assistance with specific use-cases, please contact your ServiceNow administrator or Account Manager.

Field	Description
Name	ipSCAPE CTI Adapter
Title	ipSCAPE
Width	300
Height	600
Enable collapsed view
Show presence indicator
User Group
URL	Click the padlock icon to activate editing this field Then replace the bold parts of this URL and paste it into the field: https://ctiadaptor.ipscape.com.au/?api=yourcompanyname.ipscape.com.au&integrationType=sn yourcompanyname - this should be replaced with the first part of your ipSCAPE Workspace URL
Configuration	Example: XML { "identifier": "sn", "screenPopConfig": { "inbound": { "useCtiDo": "true", "sysparm_cti_rule": "cti", "recordType": "u_new_call", "createNewRecord": 1, "fieldMapping": { "sysparm_phone": "customerPhoneNumber", "sysparm_ipscape": "activityId", "sysparm_callType": "campaignTitle" } }, "outbound": { "useCtiDo": "false", "sysparm_cti_rule": "integration_cti", "recordType": "incident", "createNewRecord": 1, "fieldMapping": { "sysparm_phone": "platformPhoneNumber", "sysparm_ipscape": "activityId", "sysparm_callType": "campaignTitle" } }, "transfer": { "recordType": "task", "createNewRecord": 1, "fieldMapping": { "sysparm_phone": "customerPhoneNumber", "sysparm_ipscape": "activityId", "sysparm_callType": "campaignTitle" } } } }

3. Domain Whitelisting

Domain Whitelisting is required for versions since ServiceNow Madrid.

Use the glide.ui.concourse.onmessage_enforce_same_origin property to enable cross-origin communication between iframes. OpenFrame is only able to process messages from trusted domains that are specified in the glide.ui.concourse.onmessage_enforce_same_origin_whitelist property.

Configuration:

1. Navigate to the following URL (insert your instance name):
   https://YOURINSTANCE.service-now.com/sys_properties_list.do  
   The entire list of properties in the System Properties table should appear.

2. Verify that glide.ui.concourse.onmessage_enforce_same_origin is set to “true”

3. Verify that the property detailed below does not exist by searching for the property name.

4. If it does exist, open it, and add the relevant URLs to the value area (one URL per line). If it does not exist, click New and continue with the next steps

5. Add the detail as follows:

6. Click Save and log out and back into ServiceNow.