1.

Activate the following plugins in ServiceNow:

• Notify

• Openframe

• CTI Softphone

With these plugins, you can integrate the Avaya Workspaces for CRM softphone with your ServiceNow instance and enable your agents to use it to handle interactions.

For more information about activating plugins, see the ServiceNow documentation.

2.

Import the contact center configuration from the configuration file to ServiceNow.

You must download the contact center configuration file and copy the code within this file to insert it into the field when configuring your contact center. The code specifies the default contact center configuration.

You must download the configuration file from https://support.avaya.com/.

3.

Add CORS rules in ServiceNow.

You must add Cross-Origin Resource Sharing (CORS) rules to enable the communication between ServiceNow and Avaya Experience Platform™ Public Cloud.

For more information about adding CORS rules, see the ServiceNow documentation.

4.

Configure your contact center using OpenFrame Configuration.

Use this procedure to configure your contact center. Within OpenFrame Configuration, you can specify and change the properties of the Avaya Workspaces for CRM softphone.

When configuring the contact center, you can manage your agents' experience. For example, you can define whether Avaya Workspaces for CRM displays pop-up notifications to agents.

5.

Add Avaya Experience Platform™ Public Cloud to the list of trusted domains.

ServiceNow only communicates with the URLs included in the list of trusted domains. If the list of trusted domains contains the URLs that point to Avaya Experience Platform™ Public Cloud, you can embed the Avaya Workspaces for CRM softphone in your ServiceNow instance.

For more information about managing the list of trusted domains, see the ServiceNow documentation.

6.

Create a table for your contact center logs.

ServiceNow uses the created table to store interaction logs that Avaya Workspaces for CRM creates for your contact center.

If you do not create a table for your interaction logs, Avaya Workspaces for CRM does not create interaction logs.

7.

Add custom fields to the created table using the Form Designer application.

You can define the fields that the created table displays to users when they view interaction logs.

For more information about adding fields to tables, see the ServiceNow documentation.