You must create CORS rules to integrate Avaya Workspaces for CRM with ServiceNow. The following table describes the REST APIs for which you must create CORS rules:
REST API |
Description |
Openframe |
Enables agents to access the Avaya Workspaces for CRM softphone in ServiceNow. When you create a CORS rule for this REST API, enter a URL that points to the domain of your ServiceNow instance. |
Table API |
Enables ServiceNow to create logs for the interactions that agents handle using the Avaya Workspaces for CRM softphone. When you create a CORS rule for this REST API, enter a URL that points to the Avaya Experience Platform™ Public Cloud domain. |
Contact |
Enables the Avaya Workspaces for CRM softphone to display the contact-related information to agents in ServiceNow. Contacts are Customer Service Management (CSM) records that you create for business-to-business (B2B) customers. B2B is the process of selling products to other businesses. When you create a CORS rule for this REST API, enter a URL that points to the Avaya Experience Platform™ Public Cloud domain. |
Consumer |
Enables the Avaya Workspaces for CRM softphone to display the consumer-related information to agents in ServiceNow. Consumers are CSM records that you create for business-to-consumer (B2C) customers. B2C is a process of selling products to individual customers. When you create a CORS rule for this REST API, enter a URL that points to the domain of your ServiceNow instance. |
AI Search Assist |
Enables the Avaya Workspaces for CRM softphone to display screenpops to agents in ServiceNow. You can configure screenpops in Application Center Administration. When you create a CORS rule for this REST API, enter a URL that points to the Avaya Experience Platform™ Public Cloud domain. |
