Configure Click-to-Call: 8x8 Contact Center for ServiceNow

Click-to-call enables you to click phone numbers within 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 any user to add click-to-call to.

6. Open the Additional Actions menu.

7. Right-click Users on the top menu to go to Configure > UI Actions.
   
   The list of UI actions displays.
   

8. Click the New button. The UI Action New record form displays.
   

9. Complete the form with the following information:

   • Enter a name in the Name field (e.g., <click2calluser>).

   • Confirm that User [sys_user] is selected in the Table field drop-down menu.

   • If it is not present, confirm that a value of <100> is entered in the Order field.

   • Provide a name for the action in the Action name field.

   • Select the following check boxes:

     • Form button

     • Active

     • Show insert

     • Show update

     • Client

   • After you select the Client check box, click List v2 Compatible.

   • Enter the JavaScript function name <click2calluser()> in the Onclick field.

   • Using the List style drop-down menu confirm the value is Primary.

   • Paste the following click2calluser( ) JavaScript code inside the Script field:

     function click2calluser(){
     
     console.log('click2calluser called');
     
     var phone=g_form.getValue('phone')||g_form.getValue    ('mobile_phone');
     
     console.log('test***',phone);
     
     phone = phone.replace(' ','');      //varparentURL=encodeURIComponent(parent.window.document.URL);
     
     var parentURL = parent.window.document.URL;
     
     //var url ='https://cloud8-staging.8x8.com/mapanelweb/public/launcher/click2dial.html?phone=' + phone + '&contextId=' + parentURL;
     
     var url ='https://cloud8.8x8.com/mapanelweb/public/launcher/click2dial.html?phone=' + phone + '&contextId=' + parentURL;
     
     //var url ='https://127.0.0.1:8282/launcher/click2dial.html?phone=' + phone + '&contextId=' + //parentURL + '&crm=servicenow';
     
     console.log("Test********", url);
     
     console.log("test***", window);
     
     console.log("test**** parentURL ", parentURL);
     
     parent.window.open(url);
     
     }

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 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. Select the incident to add click-to-call to.

6. Open the Additional Actions menu.

7. Go to Configure > UI Actions.
   

8. Click the New button. The UI Action New Record form displays.
   

9. Complete the form with the following information:

   • Enter a name in the Name field (e.g., <click2call>).

   • Confirm that incident [incident] is selected in the Table field drop-down menu.

   • If it is not present, confirm that a value of <100> is entered in the Order field.

   • Provide a name for the action in the Action name field.

   • Select the following check boxes:

     • Form button

     • Active

     • Show insert

     • Show update

     • Client

   • After you select the Client check box, click List v2 Compatible.

   • Enter the JavaScript function name <click2call()> in the Onclick field.

   • Using the List style drop-down menu confirm the value is Primary.

   • Paste the following click2call( ) JavaScript code inside the Script field:

     function click2call(){
     
     var userToCall=g_form.getReference('caller_id',function(res) {
     
     console.log('test*** res',res);
     
     var phone = res.phone || res.mobile_phone;
     
     console.log('test***',phone);
     
     phone = phone.replace(' ','');
     
     //parent.window.open('https://cloud8-staging.8x8.com/mapanelweb/public/launcher/click2dial.html?phone=' + phone);
     
     parent.window.open('https://cloud8.8x8.com/mapanelweb/public/launcher/click2dial.html?phone=' + phone);
     
     //parent.window.open('https://127.0.0.1:8282/launcher/click2dial.html?phone=' + phone);
     
     });
     
     }

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 on the user’s page.