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Configure Click-to-Call

Click-to-call enables you to click phone numbers within ServiceNow user records and initiate calls via the 8x8 app.

You can set up click-to-call either from a ServiceNow user page or from an incident page.

Note: For click-to-call setup, there are two different scripts:
- click2calluser( )configuration for setup from a user profile page
- click2call( )configuration for setup from an incident page

Configure Click-to-Call from a User’s Profile Page

The following instructions describe how to configure click-to-call from a ServiceNow user’s profile page.

To set up click-to-call from a user’s profile page:

  1. Log in to ServiceNow as an administrator. Your ServiceNow dashboard displays.
  2. Access the Filter Navigator search field.
  3. Enter <Users> in the search field.
  4. Click Users again (under Organization) in the left navigation pane. The full list of users in your organization displays.
  5. Select the user to add click-to-call to.
  6. Open the Additional Actions menu.
  7. Go to Configure > UI Actions.

    The list of UI actions displays.
  8. Click New. The UI Action New record form displays.
  9. Complete the form with the following information:

  10. Click Submit to save your configuration.
  11. Confirm that your configuration is operational by accessing the subject ServiceNow user and clicking the click2calluser button you created on the user’s page.

Configure Click-to-Call from an Incident Page

The following instructions describe how to configure click-to-call from a ServiceNow incident page.

To set up click-to-call from an incident page:

  1. Log in to ServiceNow as an administrator. Your ServiceNow dashboard displays.
  2. Access the Filter Navigator search field.
  3. Enter <Incidents> in the search field.
  4. Click Incidents again in the left navigation pane. The list of your recorded ServiceNow incidents displays.
  5. Access the incident to add click-to-call to.
  6. Open the Additional Actions menu.
  7. Go to Configure > UI Actions.
  8. Click New. The UI Action New record form displays.
  9. Complete the form with the following information:

  10. Click Submit to save your configuration.
  11. Confirm that your configuration is operational by accessing the ServiceNow user related to the incident you selected, and clicking the click2call button you created on the user’s page.

 


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