Integrate Webex Contact Center with ServiceNow (Version 2-New)

Publisher

Cisco Webex Help Center

URL

https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)

Published

2026-08-19

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco website terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• Webex Contact Center region codes are us1 (North America), ca1 (Canada), eu1 (UK), eu2 (EU), anz1 (APJC), jp1 (Japan) and sg1 (Singapore). in context
• The Version 2 connector gadget does not enforce the 'Validate using Dial Plans' option, so dial plan restrictions configured in Control Hub have no effect on numbers dialed from the connector. in context
• In the Version 2 ServiceNow and Dynamics connectors, screenPopOnNoMatch defaults to false, so when no record matches the connector does not open a new record unless that property is set to true. in context
• In the Version 2 ServiceNow connector, the activityRecordMapping property populates interaction fields from call variables such as {ani}, {dn}, {wrapUpAuxCodeId} and {wrapUpAuxCodeName}. in context
• For WebRTC in the Version 2 ServiceNow connector, the ServiceNow property sn_openframe.cross.origin.access must be set to the value 'microphone *;autoplay;speaker-selection'. in context
• The Version 2 ServiceNow connector requires the modern Agent Workspace; the legacy Agent Workspace is no longer supported starting with the ServiceNow Xanadu edition. in context
• In the Version 2 ServiceNow connector, the lookup queries the fields in lookupFields (default phone,mobile_phone) using lookupVariable (default ANI, or a CAD variable), and countryCodeRemoval lists prefixes stripped from the ANI before lookup, with no default. in context
• The ServiceNow connector depends on the ServiceNow Openframe plugin, which is installed as the first step before the connector app or update set, and an Openframe Configuration record must then be created. in context
• In the Version 2 ServiceNow connector, screenPopIncomingMode selects the record type searched on an incoming call (Customer, Case, Interaction or Disabled; default Customer), customerTable defaults to Users and caseTable defaults to Incidents. in context
• The Version 2 ServiceNow connector requires the agent group to hold three roles: x_caci_crm_wxcc.CC Agent, sn_openframe_user and interaction_agent. in context
• In the Version 2 ServiceNow connector, shareRecordVariable (default sharedRecordId) names the CAD variable that stores the Sys_Id of the interaction and is used to change record ownership on transferred calls. in context
• For the Version 2 ServiceNow connector, the update set from the GitHub repository is supported only on developer instances; enterprise licensed instances install the Webex Contact Center app from the ServiceNow Store. in context
• activityRecordMapping maps call data onto the interaction record, for example short_description={ani};u_call_disposition={CADCallResult}. in context
• Agents need two system roles, sn_openframe_user and interaction_agent, and one custom role, CC Agent (x_caci_crm_wxcc.CC Agent). in context
• The caseTable property selects the table searched for cases: Incidents for ITSM or Cases for CSM, with Incidents as the default. in context
• 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. in context
• In ServiceNow Configurable Workspaces click-to-dial on phone fields is enabled automatically, while the Classic UI needs a separate update set imported. in context
• countryCodeRemoval lists comma-separated prefixes, for example +1,+49,+41, that are stripped from the ANI or CAD variable before the lookup runs. in context
• The customerTable property selects the table searched for customers: Users for ITSM or Contacts for CSM, with Users as the default. in context
• 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. in context
• 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. in context
• 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. in context
• The ServiceNow gadget does not currently enforce the desktop profile's Validate using Dial Plans DN restriction. in context
• The connector supports screen pops initiated by a Webex Contact Center flow within ServiceNow. in context
• The Version 2 connector targets the modern ServiceNow Agent Workspace; the legacy Agent Workspace is no longer supported starting with the ServiceNow Xanadu release. in context
• lookupFields lists the comma-separated table fields queried (default phone,mobile_phone) and lookupVariable sets the value queried on an inbound call (default ANI). in context
• 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. in context
• Record mappings can use {ani}, {dn}, {id}, {wrapUpAuxCodeId}, {wrapUpAuxCodeName}, {virtualTeamName}, {shareRecordId}, {ronaTimeout} and custom Webex Contact Center flow variables by name. in context
• 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}. in context
• Multiparty conference is not supported with the ServiceNow connector, and speaker and microphone selection is unavailable in Firefox under WebRTC. in context
• 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 in context
• Cisco does not recommend mixing the enterprise-licensed Store app with the developer update-set installation on sandbox instances. in context
• 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 in context
• The connector's OpenFrame configuration is created in ServiceNow at All > Openframe > Configurations by clicking New. in context
• 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. in context
• The first installation step on both developer and Enterprise instances is to install the Openframe plugin from All > System Definition > Plugins. in context
• 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" }]. in context
• In January 2025 the connector moved from PhoneLogs to Interactions for recording call activity. in context
• 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. in context
• 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. in context
• Cisco's verification is to sign in as a test agent through the ServiceNow connector and place several test calls to that agent. in context
• Installing the connector into an Enterprise licensed ServiceNow instance requires a ServiceNow account that can install from store.servicenow.com. in context
• Integrating Webex Contact Center with ServiceNow using the Version 2 connector requires System Administrator access to the ServiceNow instance. in context
• After a configuration change the agent must log out and log in again; a browser refresh alone is described as requiring that re-login. in context
• 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. in context
• shareRecordVariable names the CAD variable (default sharedRecordId) that stores the interaction's sys_id and is used to change record ownership on transferred calls. in context
• 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. in context
• WebRTC in the ServiceNow connector is supported in Google Chrome and Firefox and not in Microsoft Edge. in context
• For WebRTC the ServiceNow system property sn_openframe.cross.origin.access must be set to microphone *;autoplay;speaker-selection. in context
• 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. in context

Cite this source record

APA

WarmTransfer. (2026, August 19). Integrate Webex Contact Center with ServiceNow (Version 2-New). WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-ny83tx0-wxcc-servicenow-v2

BibTeX

@misc{warmtransfer-cisco-help-ny83tx0-wxcc-servicenow-v2,
  title  = {Integrate Webex Contact Center with ServiceNow (Version 2-New)},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-ny83tx0-wxcc-servicenow-v2},
  note   = {Cisco Webex Help Center, accessed 2026-09-30}
}