Deployment Guide

Prerequisite 

  • Before the start of this guide, please make sure that CTI Web Application is deployed, You can deploy the core CTI please follow this link

The guide will only cover the configuration required on ServiceNow Instance. 

PDI (Personal Developer Instance) Installation 

The following steps are being followed 

Before you begin 

Role required: admin

Procedure

  1. Download the updated set XML from the following link
  2. Open Retrieved Update Sets
  4. Click on Import Update Set from XML
  5. Click on Choose File (Downloaded in Step-1) & press the Upload button
  7. Click on the Uploaded Record & Preview Update Record Option, It will Show Warning/Errors.Click on the close button
  9. Select the language records & choose the option for remote update
  11. Finally, click the commit update button

Delete the PDI installation

  1. Open Retrieved Update Sets
  2. Select the Uploaded Record & choose the Delete option from the action on the selected record.

 CTI Width Dynamic

  1. Click on All >> UI Pages 
  2. Search the UI page named cti . Open it
  3. In the HTML part add the following configuration #iframe_container { height: calc(100% - 30px); } in the style section
  4. in the Client, Script find efPatternIframe.height & efPatternIframe.width & replace the value to 100%  

        efPatternIframe.height="100%"; 
        efPatternIframe.width="100%";


CTI demo installation and configuration

Before the phone communication channel between customer service agents and external customers can be used, Customer Service Management and Openframe plugins must be activated and configured.

Before you begin 

Role required: admin

Procedure

  1. Activate the Customer Service plugin (com.sn_customerservice).
  2. Activate the Openframe plugin (com.sn_openframe).
  3. Create an OpenFrame Configuration or use the default CTI configuration by enabling the Default field.

Create an OpenFrame configuration

This configuration specifies the OpenFrame window settings as well as the URL to be launched within OpenFrame.

Before you begin

Role required: admin

About this task

As part of the OpenFrame configuration, users with the admin role can select one or more user groups. Access to the configuration is limited to the users that have the open-frame user role and that belong to the selected groups.

OpenFrame user roles

The OpenFrame window is available to agents who belong to one of the user groups specified in the OpenFrame configuration, and with any of the following roles:

  • sn_openframe_user ( This is a minimum role that is required) 
  • sn_customerservice_agent
  • sn_customerservice.consumer_agent
  • admin (This is only required for the installation and configuration not required for the agents)
  • x_expe4_expertflow.CTI_Role (Mandatory Role required)


Activate the Customer Service Plugin

  1. Click on All >> Plugins
  2. Click on Plugins & type com.sn_customerservice in the Search bar & click on install/update All
  3. *Note this is for the demo instance. For the production instance, it should be already configured.
  4.  & type com.sn_openframe in the Search bar & click on install/update All 

*only open frame  (open frame component) installed.

Adding the CORS Rule

  1. Click on All >>CORS Rules
  3. Click on CORS Rules & click on ‘New’
  4. The Domain points to CTI Application configured in open frame configurations.

Domain URL

Domain URL Value is the FQDN (*https://www.ctitoolbar.com:4438) of  deployed Javascript CTI Toolbar, which is mentioned in the Pre-Requisite 


Adding the OPEN Frame Configurations

  1. Click on All >>Openframe

*Show presence indicator when checked Only the agent can see the phone icon.

*When the above roles are provided no user group should be selected or the above-mentioned roles must be part of some user group when selected. 

  1. Click on configurations & then on ‘New’

    1. *x_expe4_expertflow_cti?ctiApplication=https://www.ctitoolbar.com:4438 where https://www.ctitoolbar.com:4438 is the application path of the deployed application. It needs to be updated accordingly. 

  2. Fill the configuration according to the mentioned configuration.URL represents the CTI installation path.

  3. When clicked on the phone icon in the top window the integration will look like

    URL

    The URL in the above screenshot will be obtained while installing the CTI Toolbar Web Application, Mentioned in the Pre-req section 

Congratulation !! You have successfully configured the Cisco ServiceNow Connector