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Handle Calls

To receive or place calls using Virtual Contact Center for ServiceNow, you must:

What happens when I receive a call?

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.

What is the typical inbound call flow?

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:

  1. Answer the incoming call.
  2. After completing the phone conversation, you can process notes in the existing or new incident associated with the inbound caller.

    When you click Save, your notes are saved in the ServiceNow database and associated with the caller.
  3. If applicable, click End Post Processing or wait for the call to terminate.
  4. Click Work Offline if you need more time to complete any post-processing task.

What is the screen pop behavior for a phone 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:

How do I place outbound calls?

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.

How do I select outbound phone codes?

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:

  1. Dial a number to call, and then click Dial in Agent Console.
    The outbound phone code list displays.
  2. Select a code from the list and click Dial.
    The calling line ID associated with the code is used to process the outbound call.

 


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