Install and Set up the Integration

Installing 8x8 Virtual Contact Center for ServiceNow is a one-time task for the administrator.

See how you can:

Note: At this time, email queues for agents are not available with this version of Virtual Contact Center for ServiceNow. Future versions will provide this capability.

Install the Integration Package

Once installed and configured, the integration is available to all your ServiceNow agents.

To install the integration package:

  1. Log in to ServiceNow as an administrator. Your ServiceNow dashboard displays. Note the domain URL of your ServiceNow instance in the URL bar of your browser.
  2. In a new tab, enter a URL of the following format, and include the name of your own ServiceNow instance in the appropriate section:

    <Domain URL of your ServiceNow instance>/v_plugin.do?sys_id=com.sn_openframe

    For example, the folliwng URL would be used for the ServiceNow instance <https://dev72734.service-now.com>:

    <https://dev72734.service-now.com>/v_plugin.do?sys_id=com.sn_openframe

  3. Under the Related Links section of the System Plugin > Openframe page that opens when you enter your URL, click Activate/Repair to open a prompt.
  4. At the prompt, click Activate to confirm. You see a progress bar that fills in as Openframe is activated.
  5. When Openframe is activated, click Close & Reload Form.
  6. Open your ServiceNow dashboard, and access the Filter Navigator search field.
  7. Enter <Openframe>.
  8. Click New.

    The OpenFrame Configuration page displays.
  9. In the displayed fields enter the following information:
    • Enter the Name of your Virtual Contact Center-OpenFrame configuration (such as "8x8 Integration").
    • Click and select the Active field.
    • Enter the Width and Height size (in pixels) for the phone icon associated with your integration. The default values are as follows:
      • Width: 205
      • Height: 800
    • Click the associated Lock icon and enter a Virtual Contact Center URL of the following format into the URL field, and enter your own ServiceNow instance and Virtual Contact Center tenant in the appropriate sections:

      https://cloud8.8x8.com/mapanelweb/public/launcher/servicenow.html?companel=vcc&integration=I3&instanceUrl=<Domain URL of your ServiceNow instance>&vccDomain=<VCC domain URL>&env=servicenow

      For example, the following URL would be used for the ServiceNow instance <https://dev72734.service-now.com>, integrated with the Virtual Contact Center tenant <https://sso.8x8.com/login/vcc-na2>:

      https://cloud8.8x8.com/mapanelweb/public/launcher/servicenow.html?companel=vcc&integration=I3&instanceUrl=https://dev72734.service-now.com&vccDomain=https://sso.8x8.com/login/vcc-na2&env=servicenow

  10. Click Submit to finish your integration installation.
  11. Click the Phone icon to confirm successful integration. The Virtual Contact Center Agent Console panel pops and displays.

    Important: If you are on Chrome and do not see Virtual Contact Center for ServiceNow, verify whether you have configured Chrome for the integration.

Set up Open Authorization (OAuth)

Open Authorization (OAuth) is an open standard for token-based authentication and authorization on the Internet. OAuth enables an end user's account information to be used by third-party services without exposing the user's password.

To set up OAuth, you must:

To import and access the Client ID and Client Secret needed for OAuth setup:

  1. Download the XML file provided to you by 8x8. This XML file contains the Client ID and Client Secret values you need in order to set up OAuth.
  2. In your ServiceNow homepage, enter <OAuth> in the Filter Navigator field.
  3. From the search results, click Application Registry to display your Application Registries list.
  4. Right-click in the header of the registry list to open a drop-down menu.
  5. From the drop-down, select Import XML to open an import prompt.
  6. At the prompt, click Choose file, select the XML file you downloaded, and click Upload to confirm. Your Application Registries list now shows the XML file, which is called 8x8 Integrations Production.
  7. From the registry list, click the 8x8 Integrations Production file to open a page that includes the Client ID and Client Secret information you need to set up OAuth in your ServiceNow domain.

    Note: If the Client Secret value shows up as blank, ensure that you are editing the file via your ServiceNow Global application.

To set up OAuth in your ServiceNow domain:

  1. In your ServiceNow homepage, enter <OAuth> in the Filter Navigator field.
  2. From the search results, click Application Registry to display your Application Registries list.
  3. Click New. The What kind of OAuth application? menu displays.
  4. Click Create an OAuth API endpoint for external clients. The Application Registries New Record form displays.
  5. Complete the form by entering your information in the respective fields.
    • Name: This is the unique name for your application.
    • Client ID: This information is generated automatically in the XML file you downloaded previously.
    • Client Secret: This information is generated automatically in the XML file you downloaded previously.
    • Application: Accept the default global value.
    • Accessible from: Select either All application scopes or This application scope only.
    • Active: Select the check box to activate the integration.
    • Refresh Token Lifespan: Enter the number <998,640,000> as the value.
    • Access Token Lifespan: Enter the number <998,640,000> as the value.
    • Redirect URL: Click the Lock icon to unlock the field, and copy and enter the following URL:

      https://cloud8.8x8.com/maestro/public/v2.0/loginredirect

      Click the icon again to lock your entry.

    • Logo URL: Click the Lock icon to unlock the field, and enter the following URL:

      https://www.8x8.com/wp-content/uploads/2017/02/8x8-logo-mobile.svg

      Click the icon again to lock your entry.

  6. Click Submit to save your OAuth registry entry.