To receive or place calls using Virtual Contact Center for ServiceNow, you must:
With your ServiceNow dashboard and Virtual Contact Center for ServiceNow open, the Phone tab blinks red, indicating an inbound interaction. When you click to answer the phone, the caller’s historical ServiceNow incident record opens in a new browser tab. Otherwise, for a new inbound caller, a new incident opens in separate browser tab at the conclusion of the call. The incident features a transaction ID, call initiation time, call termination time, call duration, and more of your personal observations during the call.
For an incoming call, if there is a matching user record for the caller in ServiceNow, the record displays so you can preview the customer’s historical ServiceNow user details and prepare for the conversation.
Otherwise, for a new inbound caller, a new incident opens in separate browser tab at the conclusion of the call.
To receive a call:
If enabled by your administrator, you can receive a screen pop during an inbound call. A screen pop searches the caller’s phone number and shows you whether there is a matching record in the ServiceNow database. Upon finding a matching record, it presents the record for you to preview and prepare for the call you have received. With Virtual Contact Center for ServiceNow, the screen pop occurs when an interaction is connected for inbound calls or when an outbound call is offered.
The search may return:
You can place outbound calls to agents and ServiceNow users using either Agent Console or click-to-dial. If your Virtual Contact Center administrator has set up phone codes, you must also select the correct code to apply the right calling line ID to your outbound calls.
The call is then directed to the destination. Your external phone number rings next.
If the phone number is linked to a user, the user record pops after the call connects. A task page appears after the call is terminated with a call log attached to that page.
Note: If the off-hook connection is enabled by the administrator and the agent in the agent's Virtual Contact Center profile, the offered calls are instantly connected. You can hear Virtual Contact Center ringing the ServiceNow user for the outbound calls without the need to connect the agent’s workplace phone for every handled call. For details, see the Agent Console Guide. Additionally, confirm your Virtual Contact Center outbound call policies with your supervisor.
If your Virtual Contact Center administrator has set up phone codes, you have to select the appropriate codes to apply the right calling line ID to your outbound calls.
To select outbound phone codes:
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