---
title: "Configure Click-to-Call in 8x8 Work for ServiceNow"
slug: "configure-click-to-call-in-8x8-work-for-servicenow"
updated: 2026-07-23T10:06:34Z
published: 2026-07-23T10:06:34Z
canonical: "help.8x8.com/configure-click-to-call-in-8x8-work-for-servicenow"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Click-to-Call in 8x8 Work for ServiceNow

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

You can set up click-to-call either from a [**ServiceNow** user page](/documentation/docs/configure-click-to-call-in-8x8-work-for-servicenow#configure-clicktocall-from-a-users-profile-page) or from an [incident page](/documentation/docs/configure-click-to-call-in-8x8-work-for-servicenow#configure-clicktocall-from-an-incident-page).

> [!NOTE]
> 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.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-dashboard.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D)
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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-users(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D)
5. Select the user to add click-to-call to.
6. Open the **Additional Actions** menu.
7. Go to **Configure > UI Actions**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-users-ui-actions(2).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D) The list of UI actions displays.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-users-ui-actions-display(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D)
8. Click **New**. The **UI Action New record** form displays.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-ui-actions-new-record(2).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D)
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:

```javascript
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** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-click2calluser_76x18(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D) 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.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-dashboard(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D)
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.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-incidents(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D)
5. Access the incident to add click-to-call to.
6. Open the **Additional Actions** menu.
7. Go to **Configure > UI Actions**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-incidents-ui-actions.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D)
8. Click **New**. The **UI Action New record** form displays.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/servicenow-ui-actions-new-record(3).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D)
9. Complete the form with the following information:
  - Enter a name in the **Name** field (e.g., <click2call>).
  - Confirm that **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:

```javascript
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://cloud8.8x8.com/mapanelweb/public/launcher/click2dial.html?phone=' + phone + '&contextId=' + parentURL;);

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** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-click2call_55x18(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A23Z&se=2026-11-03T22%3A14%3A23Z&sr=c&sp=r&sig=qQ1GyKCH8mbkbc2CVxmDknlhbACNaaMfaDuBsc1uXl4%3D) button you created on the user’s page.