# Setting up the Webex Contact Center connector for ServiceNow

Systems: Webex Contact Center

For ServiceNow platform administrators who have System Administrator access and work alongside a Webex Contact Center administrator who manages desktop profiles in Control Hub.

Canonical: https://warmtransfer.net/guides/wxcc-servicenow-setup

Last verified: 2026-10-01

This guide steps through deploying Version 2 of the connector inside ServiceNow Agent Workspace[^25]. It configures the OpenFrame gadget, sets lookup and screen-pop targets, enables click-to-dial, and connects audio paths for agents[^37][^41][^7][^13].

## Before you start

System Administrator access to the ServiceNow instance is required[^45]. The Version 2 connector targets the modern ServiceNow Agent Workspace; the legacy Agent Workspace is unsupported starting with ServiceNow Xanadu[^25]. Digital channels such as chat and email are not supported through Webex Contact Center CRM connectors, which handle voice only[^17]. Multiparty conferencing is also not supported with the ServiceNow connector[^32].

The connector repository advises validating imported artifacts in a non-production instance before production rollout[^48]. Do not mix the Enterprise Store application and the developer update set across sandbox instances[^34]. Note that the Version 1 legacy integration relied on different roles and an `agentdesktop_url` system property that Version 2 does not use[^24]. Additionally, next-generation assets built on ServiceNow's Contact Center Integration Framework (CCIF) exist separately in the repository from this OpenFrame CTI connector[^5], and trade press reported a native integration targeted for general availability in Q3 2026 after a March 2026 beta[^30].

## What changes by situation

- What kind of ServiceNow instance are you installing into? Enterprise licensed instance; Developer or personal sandbox instance.
- Which ServiceNow table should an incoming call pop? ITSM callers (User record); CSM customers (Contact record); ITSM cases (Incident record); CSM cases (Case record); No lookup pop (agents open records manually).
- Should automatic interactions carry call data beyond the defaults? Default interaction content; Mapped call data (ANI, wrap-up, flow variables).
- How do agents connect audio? In the browser (Desktop option, WebRTC); On a phone reached by Dial Number or Extension.
- Which ServiceNow UI do agents dial from? Configurable Workspace (Agent Workspace); Classic UI forms.
- Must a Webex Contact Center flow read ServiceNow data before the call reaches an agent? No (routing does not query ServiceNow); Yes (flow queries ServiceNow REST APIs via OAuth).

## Step 1: Install the OpenFrame plugin

### Do
In ServiceNow, navigate to All > System Definition > Plugins, search for Openframe, and install the plugin[^38].

### Verify
Navigate to All > Openframe > Configurations to confirm the OpenFrame configuration list opens[^36].

### Rollback
Suggested rollback: Deactivate OpenFrame configurations created under the plugin if removal is required.

## Step 2: Install the Webex Contact Center connector

**Enterprise licensed instance**

### Do
Sign in to store.servicenow.com with an account permitted to install applications[^44]. Search for Webex Contact Center, select Cisco Webex Contact Center (listed as Cisco Webex Contact Center CTI Connector), and click Get[^52][^53].

### Verify
Suggested check: Navigate to All > System Security > Users and verify that the CC Agent role is present in the instance.

### Rollback
Suggested rollback: Deactivate the installed store application in the instance application manager.

**Developer or personal sandbox instance**

### Do
Download `updateSet.xml` from the `servicenow/cti` folder of the repository[^16][^47]. In ServiceNow, open All > Retrieved Update Sets, select Import Update Set from XML, upload `updateSet.xml`, click Preview Update Set, and then click Commit Update Set[^16].

### Verify
Suggested check: Confirm that the update set status changes to Committed without errors.

### Rollback
Suggested rollback: Open the committed update set in Retrieved Update Sets and select Back Out.

## Step 3: Assign roles to the agent group

### Do
In ServiceNow, navigate to All > System Security > Groups, open the target agent group, and click Edit on its roles list[^49]. Add the roles `sn_openframe_user`, `interaction_agent`, and `CC Agent` (`x_caci_crm_wxcc.CC Agent`), then click Save[^2][^49]. On the Group Members tab, add the agent accounts and click Save[^49].

### Verify
Confirm that the group roles list includes `sn_openframe_user`, `interaction_agent`, and `CC Agent`, and that assigned agents appear on the Group Members tab[^2][^49].

### Rollback
Open the group in All > System Security > Groups, click Edit on the roles list to remove `sn_openframe_user`, `interaction_agent`, and `CC Agent`, and remove the assigned agents from the Group Members tab[^2][^49].

## Step 4: Create the OpenFrame configuration

### Do
Open All > Openframe > Configurations and click New[^36]. Enter Name `WxCC for ServiceNow`, Title `Wxcc`, Subtitle `for ServiceNow`, Active `true`, Width `300`, Height `500`, Icon Class `icon-phone`, set User Group to the agent group, and set URL to `x_caci_crm_wxcc_gadget.do`[^37]. In the Configuration field, enter JSON containing your tenant region, choosing from `us1`, `ca1`, `eu1`, `eu2`, `anz1`, `jp1`, or `sg1`, such as `[{ "Key": "region", "Value": "us1" }]`[^39].

### Verify
Log in as a pilot agent in the assigned group and confirm that the Phone button appears in the ServiceNow toolbar, and that clicking it opens the Desktop sign-in gadget[^23].

### Rollback
Set Active to `false` on the `WxCC for ServiceNow` OpenFrame configuration record[^37].

## Step 5: Configure screen pop and record lookup

**ITSM callers (User record)**

### Do
In the OpenFrame Configuration JSON array, add entries for `screenPopIncomingMode` set to `Customer` and `customerTable` set to `Users`[^41][^12]. Verify that `lookupFields` (which defaults to `phone,mobile_phone`) and `lookupVariable` (which defaults to `ANI`) match the target user telephone attributes[^26]. If inbound caller numbers include country code prefixes, add `countryCodeRemoval` with comma-separated prefixes such as `+1,+49,+41`[^8]. If an unmatched call should open a blank user form, set `screenPopOnNoMatch` to `true` and configure `customerRecordMapping` to prefill fields[^42][^31]. Instruct agents to log out and log back in for configuration updates to take effect[^46].

### Verify
Place a test inbound call from a number matching a test user; verify that the lookup result appears at the top of the connector with labels configured in `lookupResultFields`[^27][^29].

### Rollback
Remove the custom keys from the OpenFrame Configuration field to revert to system defaults[^41][^12].

**CSM customers (Contact record)**

### Do
In the OpenFrame Configuration JSON array, set `screenPopIncomingMode` to `Customer` and `customerTable` to `Contacts`[^41][^12]. Set `lookupFields` and `lookupVariable` to match contact telephone fields[^26]. If prefix stripping is required, add `countryCodeRemoval`[^8]. To auto-open a blank contact form when no record matches, set `screenPopOnNoMatch` to `true` and configure `customerRecordMapping`[^42][^31]. Have agents log out and back in[^46].

### Verify
Place a test call from a number matching a contact record to confirm the contact pops; where multiple contacts share a number, verify that a drop-down list appears allowing selection[^29].

### Rollback
Remove `customerTable` from the configuration to restore the default `Users` table[^12].

**ITSM cases (Incident record)**

### Do
In the OpenFrame Configuration JSON array, set `screenPopIncomingMode` to `Case` and `caseTable` to `Incidents`[^41][^4]. Adjust `lookupFields`, `lookupVariable`, and `countryCodeRemoval` as needed[^26][^8]. In the field, administrators commonly report needing lookups to match mobile numbers alongside business numbers and creating a new incident per call rather than reusing an open incident[^19]. To create a new incident when no open record matches, set `screenPopOnNoMatch` to `true` and configure `caseRecordMapping` (for example `caller_id={ani};u_cisco_queue={QueueName}`)[^42][^31]. Have agents log out and back in[^46].

### Verify
Place a test call from a number tied to an open incident to verify it pops, or from an unknown number to verify a new incident form opens when `screenPopOnNoMatch` is `true`[^42].

### Rollback
Change `screenPopIncomingMode` back to `Customer`[^41].

**CSM cases (Case record)**

### Do
In the OpenFrame Configuration JSON array, set `screenPopIncomingMode` to `Case` and `caseTable` to `Cases`[^41][^4]. Configure `lookupFields`, `lookupVariable`, and `countryCodeRemoval` as appropriate[^26][^8]. To generate a new case on unmatched calls, set `screenPopOnNoMatch` to `true` alongside `caseRecordMapping`[^42][^31]. Have agents log out and back in[^46].

### Verify
Place a test call from a number matching a case record and verify the matching case pops in the interface[^29].

### Rollback
Change `screenPopIncomingMode` back to `Customer`[^41].

**No lookup pop (agents open records manually)**

### Do
In the OpenFrame Configuration JSON array, set `screenPopIncomingMode` to `Disabled`[^41]. Agents retain the ability to associate calls manually by clicking Assign opened record on any open record[^3]. Have agents log out and back in[^46].

### Verify
Place an inbound call and confirm that no automated search pop occurs, while an interaction record is still generated[^22].

### Rollback
Remove `screenPopIncomingMode` from the OpenFrame Configuration to return to the default `Customer` lookup[^41].

## Step 6: Configure interaction record mapping

**Default interaction content**

### Do
Leave `activityRecordMapping` unset in the OpenFrame Configuration[^1]. Keep `shareRecordVariable` set to its default value of `sharedRecordId`, which preserves the interaction sys_id across transferred calls to reassign ownership[^50].

### Verify
Place a test call and verify that an interaction record is automatically generated in ServiceNow upon call completion[^22].

### Rollback
Suggested rollback: No configuration changes were made to revert.

**Mapped call data (ANI, wrap-up, flow variables)**

### Do
In the OpenFrame Configuration JSON array, define `activityRecordMapping` using semicolon-separated `field={variable}` pairs, such as `short_description={ani};u_call_disposition={CADCallResult}`[^1]. Supported mapping variables include `{ani}`, `{dn}`, `{id}`, `{wrapUpAuxCodeId}`, `{wrapUpAuxCodeName}`, `{virtualTeamName}`, `{shareRecordId}`, `{ronaTimeout}`, and custom flow variables[^28]. Any custom `u_` fields referenced must already exist on the target table[^31]. If your routing flows use the CAD variable name `sharedRecordId` for other purposes, configure `shareRecordVariable` to point to a distinct CAD variable[^50].

### Verify
Complete a test call applying a wrap-up code; inspect the resulting interaction record in ServiceNow to confirm the mapped fields contain the caller ANI and wrap-up code value[^28].

### Rollback
Remove `activityRecordMapping` from the OpenFrame Configuration JSON array[^1].

## Step 7: Configure agent audio paths

**In the browser (Desktop option, WebRTC)**

### Do
In Webex Control Hub, ensure the agents' desktop profile has Desktop enabled under Voice Channel Options[^13]. In the ServiceNow OpenFrame Configuration, add `webRtcDomain` set to the regional WebRTC domain, such as `rtw.prod-us1.rtmsprod.net` for `us1` or `rtw.prod-gm1.rtmsprod.net` for `eu2`[^57]. In ServiceNow System Properties, set `sn_openframe.cross.origin.access` to `microphone *;autoplay;speaker-selection`[^56]. Require agents to use Google Chrome or Firefox, as Microsoft Edge is not supported for WebRTC in the connector[^55]. Have agents log out and log back in[^46].

### Verify
Sign in to the connector selecting the Desktop telephony option and place a test call to confirm two-way audio[^51]. Note that Firefox does not support microphone and speaker selection[^32].

### Rollback
Remove `webRtcDomain` from the OpenFrame Configuration JSON and restore the previous value of `sn_openframe.cross.origin.access`[^57][^56].

**On a phone reached by Dial Number or Extension**

### Do
In Webex Control Hub, ensure the agents' desktop profile enables Agent DN or Extension under Voice Channel Options[^13]. Because the ServiceNow gadget does not enforce the desktop profile's Validate using Dial Plans setting, configure Provisioned DN or account for unvalidated entries[^18].

### Verify
Sign in to the connector selecting Dial Number or Extension along with a team, place an inbound call, and confirm the target phone endpoint rings[^51].

### Rollback
Revert the Voice Channel Options in the desktop profile in Webex Control Hub[^13].

## Step 8: Configure desktop timeout

### Do
In Webex Control Hub under the agents' desktop profile, set Desktop Timeout to a Custom Value between 3 and 10,000 minutes[^15]. The tenant-wide Desktop Inactivity Timeout does not affect agents signed into the CRM connector[^14].

### Verify
Leave an agent desktop session idle beyond the configured interval to confirm the agent is automatically logged out of the connector[^14].

### Rollback
In the desktop profile settings, set Desktop Timeout back to Default Value[^15].

## Step 9: Configure click-to-dial

**Configurable Workspace (Agent Workspace)**

### Do
No additional configuration is required; click-to-dial on phone fields is enabled automatically in ServiceNow Configurable Workspaces[^7].

### Verify
Open a record containing a phone field in Configurable Workspace and click the phone number to confirm the connector initiates an outbound call[^7].

### Rollback
Suggested rollback: No configuration was applied to revert.

**Classic UI forms**

### Do
Import and commit `Global_WxCC_ClickToDial_UIMacro_UpdateSet_1.0.xml` from the `servicenow/cti` folder[^6][^47]. For each phone field in the Classic UI, right-click the field label, select Configure Dictionary, and add the attribute `Field Decorations` with value `click_to_call_wxcc`[^6].

### Verify
Open a Classic UI form containing a decorated field and confirm that a dial icon appears next to the number and triggers an outbound call when clicked[^6].

### Rollback
Open Configure Dictionary on each configured field and remove `click_to_call_wxcc` from the `Field Decorations` attribute[^6].

## Step 10: Configure ServiceNow OAuth connector for routing flows

**No (routing does not query ServiceNow)**

### Do
WarmTransfer's reading of the sources is that routing-flow data connectors are a separate layer from agent-desktop CTI frameworks and are not required when routing does not query ServiceNow[^58].

### Verify
Suggested check: Verify that incoming calls route directly through Flow Designer without external ServiceNow lookups.

### Rollback
Suggested rollback: No changes were applied.

**Yes (flow queries ServiceNow REST APIs via OAuth)**

### Do
In Webex Control Hub, navigate to Services > Contact Center > Tenant Settings > Integrations > Connectors and create a custom connector[^10]. Set Resource Domain URL to your ServiceNow instance and Authentication Type to OAuth 2.0[^10]. Select a grant type (Client credentials - certificate, Client credentials - client secret, or Password Grant), and enter the Client ID, Client Secret, and Token URL[^9]. In Flow Designer, invoke this connector inside an HTTP Request activity to extract record details, where the credential service manages OAuth token renewals automatically[^11][^21]. Note that screen pops can also be initiated from Webex Contact Center flows[^20].

### Verify
Execute a test flow that queries a ServiceNow REST API endpoint using the HTTP Request activity, and confirm valid data returns without requiring custom flow token refresh logic[^11].

### Rollback
Delete the custom connector under Services > Contact Center > Tenant Settings > Integrations > Connectors, and remove the HTTP Request activity from Flow Designer[^10].

## Step 11: Perform end-to-end verification

### Do
Sign in as a test agent through the ServiceNow connector gadget and place multiple test calls to the agent[^43]. Include test scenarios covering a known caller, an unknown caller, a shared phone number, and a transferred call[^29][^50]. During an active call, test clicking Assign opened record on a record viewed in the workspace[^3].

### Verify
Verify that agent authentication succeeds, matching records pop as configured, the Assign opened record button attaches the interaction, and each inbound and outbound call creates an interaction record in ServiceNow[^43][^22][^3]. Confirm that transferred calls update ownership using the configured CAD share variable[^50].

### Rollback
Suggested rollback: Retain or archive test interaction records according to non-production data cleanup procedures.

## Applicability

Applies to: Cisco Webex Contact Center ServiceNow connector, Cisco Webex Contact Center ServiceNow CCIF connector, Cisco Webex Contact Center, Cisco Webex Contact Center Flow Designer, Cisco Webex Contact Center ServiceNow integration (Version 1 legacy), Cisco Webex Contact Center for ServiceNow (native), and ServiceNow platform. Deployments: multi-tenant. Sources checked 2026-10-01. The legacy Agent Workspace is unsupported starting with the ServiceNow Xanadu release[^25]. In January 2025, the connector shifted from PhoneLogs to Interactions for logging call activity[^40]. WebRTC browser support is limited to Google Chrome and Firefox; Microsoft Edge is not supported[^55].

## What remains uncertain

Which specific ServiceNow family releases the Version 2 connector is certified for is not covered by the sources below. Whether automatic creation of interaction records can be deactivated is not covered by the sources below. The exact behavioral semantics of setting `screenPopIncomingMode` to `Interaction` are not covered by the sources below. The specific ServiceNow-side configuration steps for the Application Registry OAuth client are not covered by the sources below. How OpenFrame evaluates precedence when multiple configurations are active simultaneously is not covered by the sources below.

## Sources

[^1]: activityRecordMapping maps call data onto the interaction record, for example short_description={ani};u_call_disposition={CADCallResult}. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, activityRecordMapping row. Checked 2026-09-30.
[^2]: Agents need two system roles, sn_openframe_user and interaction_agent, and one custom role, CC Agent (x_caci_crm_wxcc.CC Agent). Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Install ServiceNow for developer instances, step 3 (Assign roles). Checked 2026-09-30.
[^3]: Agents can link the call's interaction to a record they have open by clicking the Assign opened record button. Source: [Access and use Webex Contact Center within ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/nw002t4/Access-and-use-Webex-Contact-Center-within-ServiceNow), Incoming call section. Checked 2026-09-30.
[^4]: The caseTable property selects the table searched for cases: Incidents for ITSM or Cases for CSM, with Incidents as the default. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, caseTable row. Checked 2026-09-30.
[^5]: The Webex CRM connectors repository also holds next-generation ServiceNow assets built on ServiceNow's Contact Center Integration Framework (CCIF), separate from the current CTI connector. Source: [ServiceNow CCIF connector README](https://github.com/webex/webex-contact-center-crm-connectors/blob/main/servicenow/servicenow-ccif/README.md), README.md introduction. Checked 2026-09-30.
[^6]: For Classic UI click-to-dial, import and commit Global_WxCC_ClickToDial_UIMacro_UpdateSet_1.0.xml, then on each phone field use Configure Dictionary to add the attribute Field Decorations with value click_to_call_wxcc. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Click-to-dial UI Macro (Classic UI), steps 1-15. Checked 2026-09-30.
[^7]: In ServiceNow Configurable Workspaces click-to-dial on phone fields is enabled automatically, while the Classic UI needs a separate update set imported. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Click-to-dial UI Macro (Classic UI). Checked 2026-09-30.
[^8]: countryCodeRemoval lists comma-separated prefixes, for example +1,+49,+41, that are stripped from the ANI or CAD variable before the lookup runs. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, countryCodeRemoval row. Checked 2026-09-30.
[^9]: With OAuth 2.0 the custom connector offers grant types Client credentials - certificate, Client credentials - client secret and Password Grant, taking Client ID, Client Secret and Token URL, plus Username and Password for the password grant. Source: [Configure custom connector for Webex Contact Center](https://help.webex.com/en-us/article/n4u702ab/Configure-custom-connector-for-Webex-Contact-Center), Configure custom connector, OAuth 2.0 fields. Checked 2026-09-30.
[^10]: A Webex Contact Center custom connector is created in Control Hub at Services > Contact Center > Tenant Settings > Integrations > Connectors, with Authentication Type Basic Authentication or OAuth 2.0 and a Resource Domain URL. Source: [Configure custom connector for Webex Contact Center](https://help.webex.com/en-us/article/n4u702ab/Configure-custom-connector-for-Webex-Contact-Center), Configure custom connector. Checked 2026-09-30.
[^11]: After the connector is saved, flows use it through the HTTP Request activity and the credential service keeps the OAuth token valid without flow logic. Source: [Configure custom connector for Webex Contact Center](https://help.webex.com/en-us/article/n4u702ab/Configure-custom-connector-for-Webex-Contact-Center), Configure custom connector, closing paragraph. Checked 2026-09-30.
[^12]: The customerTable property selects the table searched for customers: Users for ITSM or Contacts for CSM, with Users as the default. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, customerTable row. Checked 2026-09-30.
[^13]: A Webex Contact Center desktop profile's Voice Channel Options allow sign-in by Agent DN, Extension, or Desktop, where Desktop signs the agent in through the browser using WebRTC. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Desktop-profiles), Voice Channel Options. Checked 2026-09-30.
[^14]: Automatic agent logout in the connector requires a custom value in the desktop profile's Desktop Timeout; the global tenant Desktop Inactivity Timeout does not affect the CRM connector. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Desktop Timeout. Checked 2026-09-30.
[^15]: A desktop profile's Desktop Timeout is either Default Value, inherited from the tenant, or a Custom Value between 3 and 10,000 minutes. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Desktop-profiles), Desktop Timeout. Checked 2026-09-30.
[^16]: On a developer instance the connector is installed by downloading updateSet.xml from GitHub, then in All > Retrieved Update Sets choosing Import Update Set from XML, Preview Update Set and Commit Update Set. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Install ServiceNow for developer instances, step 2. Checked 2026-09-30.
[^17]: Digital channels such as chat and email are not supported with the Webex Contact Center CRM connectors, including the ServiceNow connector; the connector handles voice. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Limitation. Checked 2026-09-30.
[^18]: The ServiceNow gadget does not currently enforce the desktop profile's Validate using Dial Plans DN restriction. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), WxCC DN restrictions in gadget. Checked 2026-09-30.
[^19]: Field reports show admins wanting the lookup to match mobile numbers as well as business phone and to create a new incident per call instead of reusing an open one, and responders pointing to OpenFrame JSON attributes (field report). Source: [Help with the Webex Contact Center integration with ServiceNow](https://www.servicenow.com/community/incident-management-sow-forum/help-with-the-webex-contact-center-integration-with-servicenow/m-p/2966759), Original post 2024-06-18; reply 2025-09-18. Checked 2026-09-30.
[^20]: The connector supports screen pops initiated by a Webex Contact Center flow within ServiceNow. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Release updates. Checked 2026-09-30.
[^21]: Cisco publishes a flow that uses an HTTP connector to make routing decisions and extract incident details through ServiceNow's REST APIs, separately from the OpenFrame agent connector. Source: [HTTP Connector for ServiceNow](https://help.webex.com/article/ng7t2qf), page summary. Checked 2026-09-30.
[^22]: With the Version 2 connector every inbound and outbound call generates a ServiceNow interaction record by default. Source: [Access and use Webex Contact Center within ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/nw002t4/Access-and-use-Webex-Contact-Center-within-ServiceNow), Incoming call section. Checked 2026-09-30.
[^23]: Agents launch the Webex Contact Center Desktop inside ServiceNow by clicking the Phone button in the ServiceNow toolbar. Source: [Access and use Webex Contact Center within ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/nw002t4/Access-and-use-Webex-Contact-Center-within-ServiceNow), Launch Desktop section. Checked 2026-09-30.
[^24]: The Version 1 legacy integration used different roles (x_caci_webexcc.agent, agent_workspace_user and others) and an agentdesktop_url system property, which the Version 2 procedure does not use. Source: [Integrate Webex Contact Center with ServiceNow (Version 1-Legacy)](https://help.webex.com/en-us/article/54vvw/Integrate-Webex-Contact-Center-with-ServiceNow), User roles; System properties configuration. Checked 2026-09-30.
[^25]: The Version 2 connector targets the modern ServiceNow Agent Workspace; the legacy Agent Workspace is no longer supported starting with the ServiceNow Xanadu release. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Introduction above Requirements. Checked 2026-09-30.
[^26]: lookupFields lists the comma-separated table fields queried (default phone,mobile_phone) and lookupVariable sets the value queried on an inbound call (default ANI). Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, lookupFields and lookupVariable rows. Checked 2026-09-30.
[^27]: lookupResultFields sets up to three labels shown at the top of the connector for lookup results during an active call, defaulting to name,title,department. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, lookupResultFields row. Checked 2026-09-30.
[^28]: Record mappings can use {ani}, {dn}, {id}, {wrapUpAuxCodeId}, {wrapUpAuxCodeName}, {virtualTeamName}, {shareRecordId}, {ronaTimeout} and custom Webex Contact Center flow variables by name. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, supported variables list. Checked 2026-09-30.
[^29]: On an incoming call the lookup results display at the top of the connector with a pop-up of matching records, and where several records match the agent picks the correct one from a drop-down list. Source: [Access and use Webex Contact Center within ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/nw002t4/Access-and-use-Webex-Contact-Center-within-ServiceNow), Incoming call section. Checked 2026-09-30.
[^30]: Trade press reported in February 2026 that a native Webex Contact Center for ServiceNow integration would enter beta in March 2026 with general availability targeted for Q3 2026. Source: [Cisco Bets On ServiceNow: Webex Contact Center Lands A Native Integration](https://www.cxtoday.com/contact-center/cisco-bets-on-servicenow-webex-contact-center-lands-a-native-integration/), Status paragraph. Checked 2026-09-30.
[^31]: customerRecordMapping and caseRecordMapping populate fields on a newly created customer or case record from call data, for example caller_id={ani};u_cisco_queue={QueueName}. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, customerRecordMapping and caseRecordMapping rows. Checked 2026-09-30.
[^32]: Multiparty conference is not supported with the ServiceNow connector, and speaker and microphone selection is unavailable in Firefox under WebRTC. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), WebRTC limitations. Checked 2026-09-30.
[^33]: Neither Cisco article documents a property that stops the connector from creating an interaction per call; activityRecordMapping only controls what is written into it (inferred). Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations (full property table). Checked 2026-09-30.
[^34]: Cisco does not recommend mixing the enterprise-licensed Store app with the developer update-set installation on sandbox instances. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Integrate. Checked 2026-09-30.
[^35]: The Version 2 OpenFrame connector procedure has no OAuth client, client secret or Application Registry step; OAuth credentials enter only if a flow calls ServiceNow APIs through a connector (inferred). Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Install sections 1-4 (no OAuth step present). Checked 2026-09-30.
[^36]: The connector's OpenFrame configuration is created in ServiceNow at All > Openframe > Configurations by clicking New. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Install ServiceNow for developer instances, step 4. Checked 2026-09-30.
[^37]: Cisco's minimum OpenFrame values are Name WxCC for ServiceNow, Title Wxcc, Subtitle for ServiceNow, Active true, Width 300, Height 500, Icon Class icon-phone, the agent User Group, and URL x_caci_crm_wxcc_gadget.do. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Install ServiceNow for developer instances, step 4 (Enter the following minimum values). Checked 2026-09-30.
[^38]: The first installation step on both developer and Enterprise instances is to install the Openframe plugin from All > System Definition > Plugins. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Install ServiceNow for developer instances, step 1; Install ServiceNow for Enterprise licensed instances, step 1. Checked 2026-09-30.
[^39]: The OpenFrame Configuration field takes JSON key-value pairs and must include region, one of us1, ca1, eu1, eu2, anz1, jp1 or sg1, for example [{ "Key": "region", "Value": "us1" }]. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Install step 4 Configuration field; Openframe Configuration property customizations, region row. Checked 2026-09-30.
[^40]: In January 2025 the connector moved from PhoneLogs to Interactions for recording call activity. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Release updates, January 2025. Checked 2026-09-30.
[^41]: The screenPopIncomingMode property sets which record type is searched on an incoming call: Customer, Case, Interaction or Disabled; Customer is the default, and Customer and Case align with customerTable and caseTable. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, screenPopIncomingMode row. Checked 2026-09-30.
[^42]: When screenPopOnNoMatch is true the connector auto-clicks the New record link for a new customer or new case when no match is found, depending on screenPopIncomingMode; the default is false. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, screenPopOnNoMatch row. Checked 2026-09-30.
[^43]: Cisco's verification is to sign in as a test agent through the ServiceNow connector and place several test calls to that agent. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Post integration verification. Checked 2026-09-30.
[^44]: Installing the connector into an Enterprise licensed ServiceNow instance requires a ServiceNow account that can install from store.servicenow.com. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Requirements. Checked 2026-09-30.
[^45]: Integrating Webex Contact Center with ServiceNow using the Version 2 connector requires System Administrator access to the ServiceNow instance. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Requirements. Checked 2026-09-30.
[^46]: After a configuration change the agent must log out and log in again; a browser refresh alone is described as requiring that re-login. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), WebRTC. Checked 2026-09-30.
[^47]: The webex/webex-contact-center-crm-connectors repository keeps the current ServiceNow CTI assets, updateSet.xml and Global_WxCC_ClickToDial_UIMacro_UpdateSet_1.0.xml, in the servicenow/cti folder. Source: [webex-contact-center-crm-connectors / servicenow / cti](https://github.com/webex/webex-contact-center-crm-connectors/tree/main/servicenow/cti), folder listing and README.md. Checked 2026-09-30.
[^48]: The repository README advises validating imported artifacts in a non-production instance and confirming agent desktop, click-to-dial and integration settings before production rollout. Source: [webex-contact-center-crm-connectors / servicenow / cti](https://github.com/webex/webex-contact-center-crm-connectors/tree/main/servicenow/cti), README.md. Checked 2026-09-30.
[^49]: Cisco's procedure assigns the roles to a group in All > System Security > Groups (Edit on the roles list then Save) and adds agents on the group's Group Members tab. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Install ServiceNow for developer instances, step 3. Checked 2026-09-30.
[^50]: shareRecordVariable names the CAD variable (default sharedRecordId) that stores the interaction's sys_id and is used to change record ownership on transferred calls. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, shareRecordVariable row. Checked 2026-09-30.
[^51]: At sign-in the agent chooses a telephony option of Dial Number, Extension or Desktop and then selects a team. Source: [Access and use Webex Contact Center within ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/nw002t4/Access-and-use-Webex-Contact-Center-within-ServiceNow), Sign in section. Checked 2026-09-30.
[^52]: On an Enterprise licensed instance the connector is installed from store.servicenow.com by searching Webex Contact Center, selecting Cisco Webex Contact Center and clicking Get. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Install ServiceNow for Enterprise licensed instances, step 2. Checked 2026-09-30.
[^53]: The ServiceNow Store carries a Cisco listing titled Cisco Webex Contact Center CTI Connector. Source: [Cisco Webex Contact Center CTI Connector](https://store.servicenow.com/store/app/3fe073a61ba46a50a85b16db234bcb44), page title. Checked 2026-09-30.
[^54]: The V2 help article links updateSet.xml at servicenow/updateSet.xml while the repository now holds it under servicenow/cti, so a reader whose article link fails should take the file from the cti folder (inferred). Source: [webex-contact-center-crm-connectors / servicenow / cti](https://github.com/webex/webex-contact-center-crm-connectors/tree/main/servicenow/cti), folder listing compared with V2 article Requirements link. Checked 2026-09-30.
[^55]: WebRTC in the ServiceNow connector is supported in Google Chrome and Firefox and not in Microsoft Edge. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), WebRTC. Checked 2026-09-30.
[^56]: For WebRTC the ServiceNow system property sn_openframe.cross.origin.access must be set to microphone *;autoplay;speaker-selection. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), WebRTC. Checked 2026-09-30.
[^57]: WebRTC requires a desktop profile that allows Desktop and the webRtcDomain OpenFrame property set for the region, for example rtw.prod-us1.rtmsprod.net for us1 and rtw.prod-gm1.rtmsprod.net for eu2. Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), WebRTC, regional domain table. Checked 2026-09-30.
[^58]: A routing-flow data connector such as the Webex Contact Center Salesforce connector is a server-side, flow-time integration and is a separate layer from agent-desktop CTI frameworks such as Open CTI, CIF or OpenFrame; deploying one does not provide the other (inferred). Source: [Configure Salesforce connector for Webex Contact Center](https://help.webex.com/en-us/article/t2xs2ab/Configure-Salesforce-connector-for-Webex-Contact-Center), configuration overview section (Flow Designer or Control Scripts use). Checked 2026-10-01.