Geomant Call Center Settings in ServiceNow CRM
Installing Geomant Call Center Administration Managed Application
Installing and configuring the DC4CRM managed package requires some general ServiceNow expertise and various privileges/permissions on the Salesforce user. It should be installed with continuous consultation between the installing engineer and the organization's ServiceNow administrator during the project.
OpenFrame configuration
After clicking on the "Configurations" a list will appear which contains the installed "DC4CRM" configuration. In that configuration the administrators can manage and configure the properties of the softphone.
The properties are:
- The application's name, displayName, subtitle, active status and icon
- The iframe's width and height
- User groups can be selected to which of them can use the application
- CTI Adapter URL
- DC4CRM configuration
DC4CRM configuration
The configuration is loaded from a database and the configurations are editable in The Configuration Service, which is a separate web apllication. If the configuration can't be loaded from the database then ServiceNow configuration has to be used, then it can be editable in the OpenFrame configuration.
CTI Adapter URL
Desktop Connect for ServiceNow environment published URL e.g.: https://\[server IP/FQDN\]:\[Port\]/dc4crm/index.html?**crmType=sfdc**&aesindex=\[GEOCCILIB index\]&tenant=\[TenantID\]\[&altLogo=true\]
- change 'CRMTYPE' to sn if Desktop Connect runs in a ServiceNow environment
- change 'TENANT' to the tenant key of your call center
- change 'GEOCCILIB index' to point to one of the AES connections. See also the explanation of the ConfigFiles in the Configuration File Properties article
- add 'altLogo=true' to remove the Desktop Connect logo
Agent presence
In ServiceNow the agent's state is visible and selectable from the pre configured presence states.
The presence states can be added, edited and removed from the "Presence State" settings menu
The administrator can edit the presence's:
- name
- description
- active status
- status of availability to receive work items
- service channels
- user groups who can use the presence
DC4CRM and ServiceNow agent presences
In the DC4CRM conifguration there is a section named "CRM States". In this section the already created ServiceNow presence states have to be added with the name and sys_id attribute, which it can be retreived by right click and "copy sys_id". Under the "Name" column the presence name and under the "Id" column the presence sys_id is required.
After this, ServiceNow presence state<---->DC agent state maps can be created. When the DC agent state is changing then based on the map the ServiceNow Presence state also will change. Also if the ServiceNow Presence state is changing then based on the map the DC agent state will change.
