Plus Adapter for

ServiceNow
Administrator’s Guide

February 2024

The Plus Adapter for ServiceNow® enables you to integrate

the Five9 Cloud Contact Center with ServiceNow®. This
guide describes how to install and configure the Plus
Adapter for ServiceNow®.

Five9 and the Five9 logo are registered trademarks of Five9 and its
subsidiaries in the United States and other countries. Other marks and
brands may be claimed as the property of others. The product plans,
specifications, and descriptions herein are provided for information only and
subject to change without notice, and are provided without warranty of any
kind, express or implied. Copyright © 2024 Five9, Inc.
 About Five9
Five9 is the leading provider of cloud contact center software, bringing the power of
the cloud to thousands of customers and facilitating more than three billion customer
interactions annually. Since 2001, Five9 has led the cloud revolution in contact
centers, delivering software to help organizations of every size transition from
premise-based software to the cloud. With its extensive expertise, technology, and
ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center
software to help businesses create exceptional customer experiences, increase agent
productivity and deliver tangible results. For more information visit www.five9.com.

Trademarks
Five9®
Five9 Logo
Five9® SoCoCare™
Five9® Connect™

2 Plus Adapter for ServiceNow • Administrator’s Guide

Contents
What’s New 5

Configuring the Plus Adapter for ServiceNow 6

Downloading the Five9 Integration Application 7
Activating the System Plugin 8
Configuring the Five9 Integration Solution 9
Configuring SAML 2.0 for the Five9 Plus Adapter for ServiceNow 10
Prerequisites 10
Obtaining the Metadata 11
Configuring Your Five9 Domain in VCC Admin 11
Configuring SSO Federation IDs for Users 14
Next Steps 14
Troubleshooting 15
Configuring the Five9 Adapter 15
Configuring the ServiceNow User 15
Verifying Your Adapter 16
Creating a Custom Five9 Configuration 16
Creating a Five9 Table Configuration 16
Using Client Scripts to Display Records 19
Ready-made Scripts 19
Adding a Custom Script 19
Configuring the Click-to-Call Feature 21
Configuring the Search Options 22
Configuring the Application Logs 23
Logging Fields 24
Configuring Activity Logging 26
Creating a Transform Map 27
Selecting the Target Table 29
Logging Custom Call Variables 30

Federated Routing and Agent Presence Sync 32

Configuration Overview 32
Configuring Presence State Synchronization 33
Prerequisites 33
Basic Configuration 34
Advanced Configuration 35
Creating and Mapping Presence States 37
Configuring Federated Routing 38

Displaying Call Variables to Agents 40

Managing the Software for Your Agents 43

Installing the Adapter 44
Configuring the Browser 45
Chrome 45

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 Adding Exceptions 45
Installing the Extension 48
Troubleshooting the Softphone 49
Edge 50
Adding Exceptions 50
Firefox 52
Adding Exceptions 52
Enabling the Five9 Softphone Plug-In 54
Removing the Integration 55
Removing the Adapter 55
Windows OS 55
Mac OS 55
Clearing the Browser Cache 55
Chrome 56
Firefox 57
Edge 57

Collecting Logs 59
Application Log 59
Browser Logs 60
Chrome and Edge 60
Firefox 61
Softphone Log 61

Agent Workspace Interaction Management 63

Enabling the Interaction Management Integration 63
Configure a Predefined State for Interactions 64
Update IMS Interaction Fields with Predefined Variables 65
Configure the Cursor Focus 65
Enabling Support for Additional Workspaces 66

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What’s New

Release Change Topic

Feb 2024 Added a note about a required role for Activating the System Plugin
agents using the integration.
Aug 2023 Added a note about interaction state Enabling the Interaction Management
transitions. Integration

Jun 2023 Added support for additional ServiceNow Enabling Support for Additional Work-
workspaces. spaces

Added content about logging custom call Configuring Activity Logging

variables.
Added support for additional data centers. Configuring the Five9 Integration Solution

May 2023 Added content for configuring SAML for Configuring SAML 2.0 for the Five9 Plus
ServiceNow. Adapter for ServiceNow

Jul 2022 Removed content for Internet Explorer.

Added content for Federated Routing. Configuring Presence State
Synchronization
Updated content for Interaction Agent Workspace Interaction
Management. Management

Apr 2022 Added support for Canadian domain. Configuring the Five9 Integration Solution
Configuring the Browser
Jun 2021 Added Edge browser support. Configuring the Browser
Removing the Integration
Browser Logs
Sep 2020 Moved information about configuring Single Sign-on Administrator’s Guide
single sign-on.

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Configuring the Plus Adapter for
ServiceNow

The Plus Adapter for ServiceNow enables you to integrate the Five9 Cloud Contact
Center with ServiceNow. After your agents have installed the adapter, they can use the
Five9 softphone, a call control tool.

For detailed information about the business and technical requirements to use Five9
products, see the Five9 Technical Requirements or contact your Five9 representative.
With Windows, you can use the adapter with Microsoft® Edge®, Mozilla® Firefox®, and
Google™ Chrome™.

Important
Each browser limits the number of parallel connections for each host. Because
all opened tabs and windows share these connections, opening no more than
five tab and browser windows will avoid performance issues associated with
updating the Five9 adapter in multiple windows. This limitation applies
whether the content of the windows (case, opportunity, or other) differs, or
the windows are opened in different browsers (Firefox, Chrome, Edge). For
more information about the connection limits that apply to your browser and
its versions, refer to your browser vendor.

This guide describes for administrators how to download, install, and configure the
Five9 Plus Adapter for ServiceNow and how to configure the required and optional
elements. Administrators must understand these elements:
l ServiceNow configuration.
l Five9 VCC administrator configuration.
l Five9 Configuration Web Services.
l Overall call center integration and configuration.
Important
Agents and supervisors who log into a PSTN station or forward calls between
sessions may incur high long-distance fees. Therefore, be sure to give
permission only to the appropriate users.

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 Configuring the Plus Adapter for ServiceNow

Downloading the Five9 Integration Application

Downloading the Five9 Integration Application

Activating the System Plugin
Configuring the Five9 Integration Solution
Configuring SAML 2.0 for the Five9 Plus Adapter for ServiceNow
Configuring the Five9 Adapter
Configuring the ServiceNow User
Verifying Your Adapter
Creating a Custom Five9 Configuration
Configuring the Click-to-Call Feature
Configuring the Search Options
Configuring the Application Logs
Logging Fields
Configuring Activity Logging

Downloading the Five9 Integration Application

To download the Five9 Integration Application, perform these steps:

1 To access the Five9 download page, log into your Five9 account.
You may need to answer a security question before continuing.

2 Click CRM Integrations.

3 Click Five9 Adapter for ServiceNow.

The section expands to display all download and configuration items for agents
and administrators.

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 Configuring the Plus Adapter for ServiceNow

Activating the System Plugin

4 In the section for administrators, click Five9 Integration Application.

You are redirected to a location where you complete the download.

Activating the System Plugin

To activate the system plugin, perform these steps:

1 Log into ServiceNow as an administrator.

2 Locate the Openframe system plugin.

3 Click Openframe.

4 Click Activate/Repair.

5 Click Activate.

6 Click Close & Reload Form.

Note
Agents using the integration must have the sn_openframe_user role.

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 Configuring the Plus Adapter for ServiceNow

Configuring the Five9 Integration Solution

Configuring the Five9 Integration Solution

To configure the Five9 Integration Solution, perform these steps:

1 Optionally, configure single sign-on, as described in Configuring SAML 2.0 for

the Five9 Plus Adapter for ServiceNow or the Five9 Single Sign-on
Administrator’s Guide. Make a note of the login URL supplied by your single sign-
on identity provider.

2 In ServiceNow, go to the Five9 Configurations section.

3 Click New.

4 For the new configuration, enter the information for your implementation.
The following table describes the fields that you must set.
Field Description
Name Configuration name
Data Center Data center domain:
o COM (if you access five9.com)
o EU (if you access app.eu.five9.com)
o CA (if you access ca.five9.com)
o UK (if you access app.five9.eu)
ServiceNow Your ServiceNow domain, for example
Domain https://prod12345.service-now.com.

Service Your single sign-on service provider login URL in the format
Provider https://app.five9.com/appsvcs/saml/sp/

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Configuring SAML 2.0 for the Five9 Plus Adapter for ServiceNow

Field Description
Initiated <Five9 domain ID>/<Five9 IDP alias>/alias/
Login URL servicenow.

Example:
https://app.five9.com/appsvcs/saml/sp/1/defaul
t/
alias/servicenow.

Identity Your single sign-on identity provider login URL that you obtained
Provider earlier.
Initiated
Login URL

5 Click Submit.

Configuring SAML 2.0 for the Five9 Plus Adapter

for ServiceNow
The Okta/Five9 Plus Adapter for ServiceNow SAML integration supports identity
provider-initiated single sign-on (SSO).

You need to enable your agents and your domain in the VCC Administrator application.

Prerequisites
Obtaining the Metadata
Configuring Your Five9 Domain in VCC Admin
Configuring SSO Federation IDs for Users
Next Steps
Troubleshooting

Prerequisites
ServiceNow licenses are required for users in the domain.

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 Configuring the Plus Adapter for ServiceNow

Configuring SAML 2.0 for the Five9 Plus Adapter for ServiceNow

Obtaining the Metadata

The metadata you will need to enter when you configure SAML 2.0 for the Five9 Plus
Adapter for ServiceNow is available in the Sign On settings in the Five9 Plus Adapter for
ServiceNow configuration.

You can manually copy and paste the metadata values from the adapter settings into
the VCC Admin configuration, or you can use the values in the metadata file. You can
find the metadata URL in the Sign On settings.

Configuring Your Five9 Domain in VCC Admin

Add the metadata to the VCC SSO configuration by manually copying and pasting the
elements from the Sign On settings or from the metadata file.

Note
Configuration changes may take up to 10 minutes to take effect.

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 Configuring the Plus Adapter for ServiceNow

Configuring SAML 2.0 for the Five9 Plus Adapter for ServiceNow

1 Open the VCC Administrator application (VCC Admin).

2 From the Actions menu, select Configure.

3 Select the Single Sign-On tab.

4 Click Create new IDP.

5 Enter the metadata by copying and pasting from the Sign On settings in the
adapter configuration, or use the values in the metadata file.

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Configuring SAML 2.0 for the Five9 Plus Adapter for ServiceNow

Field Description
Alias Enter your Five9 IdP alias.
Issuer URL URL of the identity provider host, starting
with the server name.
Copy the Issuer URL from the Sign On
settings in the adapter, or use the value
located in the entityId attribute of the
EntityDescriptor element in the metadata
file.
SingleSignOnService HTTP-POST The main login address for your domain,
Binding URL starting with the identity provider host name.
Copy the Sign On URL from the Sign On
settings in the adapter, or use the value in the
location attribute of the
SingleSignOnService element in the
metadata file.
SingleSignOnService HTTP- The alternate login address for your domain,
Redirect Binding URL starting with the identity provider host name.
Copy the Sign On URL from the Sign On
settings in the adapter, or use the value in the
location attribute of the
SingleSignOnService element in the
metadata file.
Valid Until Specify the expiration date and time of the
certificate in the specified time zone.

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Configuring SAML 2.0 for the Five9 Plus Adapter for ServiceNow

Field Description

Important: The Valid Until field

indicates how long this certificate is
considered valid and will be reused
without being requested. Once the
certificate expires per the Valid Until
date, the certificate will be requested
with each SSO authentication but still
be considered valid.

Default NameID Format Select the format of the Name ID, for
example:
urn:oasis:names:tc:SAML:1.1:nameid-
format:emailAddress

6 Under Certificates, click Add and locate the certificate you downloaded from the
Sign On settings in the adapter.

7 Click Save, and then click Exit.

Configuring SSO Federation IDs for Users

1 On the main page in VCC Administrator, select Users.

2 Right-click the user, and then click View Properties of username.

3 On the General tab, in the Federation ID field, enter a name for the agent. You
can use the agent's Five9 user name or another name reserved for single sign-
on.

4 Click Apply, then click Save.

Next Steps
Continue configuring the adapter. For more information about the adapter
configuration, see Configuring the Plus Adapter for ServiceNow. You will use the Sign
On URL from the adapter settings. For more information about specifying the Sign On
URL, see Configuring the Five9 Integration Solution.

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Configuring the Five9 Adapter

Troubleshooting
Contact Five9 Support for assistance with troubleshooting the configuration.

Configuring the Five9 Adapter

To configure the Five9 adapter, perform these steps in ServiceNow:

1 Go to the OpenFrame Configuration section.

2 Click New.

3 Create a new OpenFrame configuration.

The following table describes the fields that you must set:
Field Description
Name Configuration name, for example,
OpenFrameConfiguration.

Width Width for the adapter in pixels, for example, 501. Minimum is
200.
When set to 500 or lower, the adapter has a narrow
appearance.
When set to 501 or higher, the adapter has a wide
appearance.
Height Height for the adapter in pixels, for example, 500. Minimum is
500.
Five9 Select the Five9 configuration that you created in the previous
Configuration section.

4 Click Submit.

Configuring the ServiceNow User

To configure the ServiceNow user who will access the Five9 adapter, perform these
steps in ServiceNow:

1 Go to the Users section.

2 Open the user who will access the Five9 adapter.

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Verifying Your Adapter

3 Add the x_f9_adapter_4_sn.five9_adapter_for_servicenow_user role to the

user.
4 Click Save.

Verifying Your Adapter

To verify that the adapter is working, perform these steps:

1 Log into ServiceNow as a user who has access to the Five9 adapter.

2 Click the telephone icon.

3 Select your station.

4 Ensure that you can successfully log in.

Creating a Custom Five9 Configuration

This section is optional. A custom Five9 configuration enables you to track additional
details not included in the default configuration. For example, you can create a new
table in your Five9 configuration to track additional data about a person or track data
related to a person.
Creating a Five9 Table Configuration
Using Client Scripts to Display Records

Creating a Five9 Table Configuration

To create a Five9 table, perform these steps in ServiceNow:

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Creating a Custom Five9 Configuration

1 Go to the Five9 Configurations section.

2 Click the Five9 configuration to modify.

For example, to modify the default configuration, click Default.

3 Click New.

4 Select the table.

For example, select User (sys_user).

5 Click Submit.

6 Click sys_user.
You can now edit the other fields.

7 Select the table type.

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Creating a Custom Five9 Configuration

For data about a person, select Person Record. For data related to a person,
select Related Record.

8 To make the table active in the system, enable the Active option.

9 To show the active records for the table, enable the Show active records option.

10 To set a comma-separated list of email addresses for the table records, specify
the addresses in Email fields.

11 To set a comma-separated list of telephone numbers for the table records,

specify the numbers in Phone fields.

12 To set the telephone number format, you can select a predefined type or specify
a regular expression in Phone format.

13 To set the record search rules for calls sent to an agent, select the Voice: Default
Search tab.
You can select one of these search options.
Option Description
No Search No search is performed, which is the default option.
Search By Phone Fields Perform a search using a query for telephone numbers. If
the telephone number fields are phone and mobile_
phone, an example query is
phone=8005551234^ORmobile_phone=8005551234.
Search By Query Perform a search using a query that is defined by an
administrator, for example, phone=@number@^first_
nameSTARTSWITHJohn. When the search is run,
@number@ is replaced with the ANI or DNIS number.

14 To set the record search rules for chats or email messages sent to an agent,
select the Text: Default Search tab.
You can select one of these search options.
Option Description
No Search No search is performed, which is the default option.
Search By Email Fields Perform a search using the email addresses specified in
Email fields.

Example: If the email address fields are email

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Creating a Custom Five9 Configuration

Option Description

and email2, an example query is

[email protected]^ORemail2=
[email protected].

Search By Query Perform a search using a query that is defined by an

administrator, for example, emailENDSWITH@email@.
When the search is run, @email@ is replaced with the
email address.

15 Click Update.

Using Client Scripts to Display Records

To make the Name or Related To list display a record from a specified table when
agents open any other record, you can use a client script.

Ready-made Scripts
Five9 provides these scripts:
l Five9 User On Load, for the User table
l Five9 Task On Load, for the Task table
The scripts are disabled. You can activate a script, or you can use it as an example for
creating your own.

Adding a Custom Script

To add a client script, perform these steps in ServiceNow:

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Creating a Custom Five9 Configuration

1 Add a client script for the table.

2 Set the script parameters.

o Name: Script name.
o Table: Target table that contains the records.
o UI Type: Target user interface for the client script, for example, desktop.
o Type: Script type, for example, onLoad, which runs the script when the
form is rendered.
o Application: Application for the client script.
o Active: If enabled, the client script is active.
o Inherited: If enabled, the client script applies to extended tables.
o Global: If enabled, the client script runs for all table views.
o Description: Script description.
o Script: Client script. This example shows an onLoad script that retrieves
another script and runs the postOnLoadEvent method for the form:

function onLoad() {
var gf = g_form;
var gu = g_user;
ScriptLoader.getScripts('x_f9_adapter_4_
sn.Five9Utilities.jsdbx', function() {
x_f9_adapter_4_sn.Five9Utilities.postOnLoadEvent
(gf, gu);

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Configuring the Click-to-Call Feature

});
}

3 Click Submit.

Configuring the Click-to-Call Feature

To add the click-to-call feature to a form, perform these steps in ServiceNow:

1 Ensure that the table is in a Five9 Configuration.

2 Add a field decorations attribute to the table field, with the attribute value set to
x_f9_adapter_4_sn_five9_show_phone.

3 Click Submit.
Consider these points:
l After the field decoration is added and the field value contains a telephone
number, a telephone icon appears next to the telephone number.
l When the telephone icon is clicked, the softphone is populated with the

telephone number.
l If an agent cannot choose a campaign, the call is immediately placed.

l When a call is established, the corresponding ServiceNow object is added to the

Name/Related To list.
l The telephone icon only appears when the Phone Number (E164) field type is

used.
To add the click-to-call feature to a reference field on a form, perform these steps in
ServiceNow:

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Configuring the Search Options

1 Ensure the reference table is in a Five9 Configuration.

2 Add a reference contributions attribute to the table reference field, with the
attribute value set to x_f9_adapter_4_sn_five9_show_phone_ref.

3 Click Submit.
Consider these points:
l If there are multiple telephone numbers in a reference record, a pop-up window
with the telephone number list is displayed.
l Telephone numbers retrieved from the reference record include those specified
in Phone fields for the corresponding Five9 table configuration.

Configuring the Search Options

Call variables and CRM fields are used by your integration to display the most
appropriate call and record information to your agents.

The information to display to the agent has to be located first. The search is conducted
in this order: Five9 call variables in the ServiceNow group > Five9 CRM Fields > Voice
Default Search.

When a Five9 chat or email message arrives, a search is performed in ServiceNow. If

custom fields are configured for chat and email messages, the custom fields are used
for the search. If the search does not return a match, or if there are no custom fields,
the search is performed using the Text Default Search configuration parameters.

Searches are also conducted for calls (inbound, outbound, and preview), voicemail, and
queue callbacks.

Call variables apply to phone calls. To search with call variables, create the ServiceNow
variable group in the VCC Administrator application. Name the variables according to
this format: <table name>.<table column name>.
l <table name>: Name of the table, such as sys_user.
l <table column name>: Table column name, such as mobile_phone.

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Configuring the Application Logs

Example
sys_user.mobile_phone

If multiple variables have the same table name, such as sys_user, the search is
performed for all columns of that table. The search results contain all columns that
have the name of the table.

If multiple tables are configured, the search is performed for all columns of that table.
The search results contain all tables that contain the name of the column.

Example
An incoming call has these call variables:
l sys_user.email = [email protected]
l sys_user.last_name = smith
l customer_account.name = TestCompany
Two searches are performed:
l [email protected]^sys_user.last_name=smith
l customer_account.name=TestCompany
The result contains the sys_user records that match the first condition and
customer account records that satisfy the second condition.

Configuring the Application Logs

When softphone issues occur, you may need to obtain the logs located in the agent’s
workstation. By default, application logs are in these locations:

l Softphone logs are located in %appdata%\Five9\Logs. They are saved for four
days before being deleted.

l Event logs are located in the softphone under Help > Logging. The process takes
30–60 seconds. When logging stops, the agent downloads and sends the logs to
you. The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6,

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Logging Fields

2023 4_14 PM.txt.

You may redirect the softphone logs to a custom directory. To do so, set the F9_
SOFTPHONE_LOG_DIR environment variable in the agent’s workstation. For example, you
may redirect the logs to a NAS share mounted in the agent’s workstation.

Logging Fields
The following table shows the fields that are saved in the call log.

Field and (Table.Column) if Description

applicable
Activity Subtype Call activity subtype.
(CallInfo.callType)
Activity Type (Call) Call activity type.
Agent ServiceNow user reference.
ANI (CallInfo.ani) ANI telephone number.
ANI E164 (CallInfo.ani) E164-formatted ANI telephone number. For non-E164
domains, +1 is added.
Call ID Call identifier, which is set to @Call.call_id@, where
@Call.call_id@ is set to the call identifier.
Call Session ID (CallInfo.id) Call session identifier.
Call Type Call type.

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Logging Fields

Field and (Table.Column) if Description

applicable
(CallInfo.callType)
Call Type Cleared Formatted call type. For example, OUTBOUND_PREVIEW
(CallInfo.callType) is formatted as Outbound Preview.
Callback ID Callback identifier.
(CallInfo.callbackId)
Callback Phone Number Callback telephone number.
(CallbackInfo.number)
Callback Phone Number E164 E164-formatted callback telephone number. For non-
(CallbackInfo.number) E164 domains, +1 is added.
Campaign ID Campaign identifier.
(CallInfo.campaignId)
Campaign Name Campaign name.
Comments Call comments.
Direction Call direction, which can be either incoming or
outgoing.
Disposition Name Call disposition name.
DNIS (CallInfo.dnis) Call DNIS.
DNIS E164 (CallInfo.dnis) E164-formatted DNIS telephone number. For non-E164
domains, +1 is added.
Duration Call duration.
(CallInfo.duration)
End Time Call end time stamp, which is set to
CallInfo.startTimestamp + CallInfo.duration.
Extension Agent telephone extension.
(AgentInfo.extension)
Full Name Agent full name.
(AgentInfo.fullName)
Handle Time Call handling duration.
(CallInfo.handleTime)
ID (CallInfo.id) Call identifier.
Phone Number Remote telephone number.
(CallInfo.remoteNumber)
Phone Number E164 E164-formatted remote telephone number. For non-
(CallInfo.remoteNumber) E164 domains, +1 is added.

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Configuring Activity Logging

Field and (Table.Column) if Description

applicable
Recording URL Call recording URL, which is set to https://
{recordings ftp server}/@Call.session_
[email protected], where @Call.session_id@ is the call session
identifier.
Session ID Call session identifier, which is set to @Call.session_
id@, where @Call.session_id@ is the call session
identifier.
Start Time Call start timestamp.
(CallInfo.startTimestamp)
Subject Call subject.
Talk and Hold Time Call talk and hold time, which is set to
CallInfo.talkTime + CallInfo.holdTime.
Username Agent user name.
(AgentInfo.userName)
“What” object record table Table name that contains the record that is selected in
name the Related To list.
“What” object related record System ID (sys_id) of a record that is selected in the
ID Related To list.
“Who” object record ID System ID (sys_id) of a record that is selected in the
Name list.
“Who” object record table Table name that contains the record that is selected in
name the Name list.
Wrapup Time Call wrap up duration.
(CallInfo.wrapupTime)

Configuring Activity Logging

To enable Five9 activity data to be saved and used in ServiceNow, you must first set up
a Table Transform Map, and then specify the ServiceNow table that will receive the
data.
Creating a Transform Map
Selecting the Target Table
Logging Custom Call Variables

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Configuring Activity Logging

Creating a Transform Map

1 In ServiceNow, navigate to Five9 Activity Log.

2 Scroll down to Web Service Transform Maps and click Five9 Activity Log ->
Phone Log.

This is a sample Transform Map that Five9 supplies. You can use it as a template
to create your own map.

3 In the resulting Table Transform Map window, click Copy at upper right.

4 In the resulting Edit Web Service window, scroll down to Web Service Transfer
Maps and click your copy.

5 In the resulting Table Transform Map window, click Active, then Update.

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Configuring Activity Logging

The Field Maps tab at the bottom of the page shows the mapping between
Source (Five9) and Target (ServiceNow) fields.

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Configuring Activity Logging

Selecting the Target Table

1 Navigate to Five9 Configurations and select a configuration.

2 In the resulting window, click the Activity Log tab.

3 Click Call log table name and select the desired table from the menu (the
example shows Phone Log being selected). Doing this adds a Calls today query
box, below Call log table name, displaying the query that filters records from the
selected table. You can edit this query.
You can configure a transform map to use Phone Log to collect data on all
interaction types. You can also set up separate target tables for email and chat.

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Configuring Activity Logging

Logging Custom Call Variables

You can log custom Five9 variables from Five9 voice and digital engagement
interactions in ServiceNow. This applies to all ServiceNow workspaces.

1 Go to Tables > Five9 Activity Log.

2 Click the Controls tab and select the Extensible checkbox. This ensures that you
can create a new custom table by extending the Five9 Activity Log table.

3 Create a new table using the Five9 Activity Log table in the Extends table field,
and then click Submit.

4 Add any custom fields to the newly created custom table, using the type String,
which supports 255 characters max. For a higher character limit, use UTF+8.

Rules for custom fields:

o Use this format for the column name: <group name>_<variable name>.
o Use all lowercase.
o Only include numbers and letters.
o Replace all other symbols with an underscore (_).
For example:
A call attached variable such as the one below would be custom_api_response.
Five9 adds u_<variable_name> in ServiceNow.

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 Configuring the Plus Adapter for ServiceNow

Configuring Activity Logging

5 Go to Five9 Configuration > Activity Log and select the custom table you just
extended. By default, it will be mapped to the Five9 Activity Log table.

Note
There are two options for setting the Activity Log table. You can extend
the columns of the Five9 Activity Log table, which is included in the Five9
managed package, or you can create a new custom table by extending
the Five9 Activity Log table and adding new columns there. The latter
method is the preferred approach used above.

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Federated Routing and Agent
Presence Sync

Without federated routing and agent presence synchronization, agents must manually
sync presence states between Five9 and ServiceNow. Presence states represent an
agent's availability to accept various types of interactions. Each agent has a presence
state in ServiceNow and one in the Five9 adapter. Federated routing and presence
synchronization maximize agent productivity by sharing presence states and readiness
between ServiceNow and Five9.

With presence synchronization enabled, when an agent changes their presence in

either ServiceNow or Five9, their presence in the other application updates
automatically.

Federated routing is like presence synchronization but is based on inbound and

outbound interactions. With both federated routing and presence synchronization
enabled, the updating and synchronization of the presence state happens automatically
when the agent receives an interaction. For example, if an agent's ServiceNow
presence state is currently Available for All and they get a Five9 voice interaction, the
ServiceNow presence state automatically updates to Five9 voice and voicemail. This
ensures that no ServiceNow chat interaction is routed to the agent during the call.

Configuration Overview
Federated routing and presence synchronization require configuration of these core
elements:

l Configuring Presence State Synchronization

l Creating and Mapping Presence States

l Configuring Federated Routing

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Configuring Presence State Synchronization

Configuring Presence State Synchronization

Follow the instructions in this section to enable presence state synchronization
between Five9 and ServiceNow.

Prerequisites
Before you can enable presence state synchronization, do the following:

1 Activate the Advanced Work Assignment plugin in ServiceNow. To activate the

plugin, navigate to plugins and install the plugin.

2 Optional: Activate the Agent Chat plugin in ServiceNow.

3 Assign these roles to the user:

o awa_integration_user
o awa_agent

4 Enable reason codes in your Five9 domain.

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Configuring Presence State Synchronization

Once you complete the prerequisites, you can configure presence sync using either the
basic configuration or advanced configuration.

Basic Configuration
This option includes steps to configure a presence state sync without importing the Not
ready reason code from Five9 and mapping it to ServiceNow.

To complete the basic configuration:

1 Navigate to Advanced Work Assignment > Presence States in ServiceNow.

2 Configure the default Available presence state and set the following:
o Active: true
o Service channels: list of channels, for example chat, voice, voicemail
o Show channels: true (Note: this enables you to show the channels
associated with your presense states)

3 Navigate to Five9 > Five9 Configurations > <record>.

4 On the Presence tab, select Enable presence synchronization.

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 Federated Routing and Agent Presence Sync

Configuring Presence State Synchronization

Advanced Configuration
This option includes steps to configure presence state sync and map the Five9 Not
ready reason code.

Note
If not configured, the Five9 adapter for ServiceNow maps all Five9 Not
Ready codes to the ServiceNow Away presence state by default. When
the Away presence state is selected in the ServiceNow UI, Five9 changes
the agent to the System Not Ready state in Five9.

Before you can complete the configuration, follow these steps to export the Five9
object resources file to your ServiceNow environment:

1 In the Five9 Administrator Console, go to Actions > Configure > Localization.

2 Click Download and save the file as resources.json.

3 In ServiceNow, navigate to System Import Sets > Data Sources.

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 Federated Routing and Agent Presence Sync

Configuring Presence State Synchronization

4 Open Five9 object resources.

5 Attach the resources.json file you exported from the Five9 Administrator
Console.

6 Click Load All Records.

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 Federated Routing and Agent Presence Sync

Creating and Mapping Presence States

7 Click Run Transform.

Creating and Mapping Presence States

To create and map presence states:

1 In ServiceNow, navigate to Advanced Work Assignment > Presence State.

2 Add more Not Ready presence states, such as break and meal, to align with
Five9 Not Ready states.

3 Create new Five9 presence configuration records for each presence state Not
Ready code mapping.
o Type: Not ready code mapping
o Not Ready Presence State (ServiceNow states): <record> (for example,
break)

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Configuring Federated Routing

o Five9 Not Ready Code (from VCC): <record> (for example, break)

This maps the ServiceNow Not Ready presence states to Five9 Not Ready reason codes.
You are now ready to use agent presence synchronization.

Configuring Federated Routing

Federated routing enables the automatic presence sync between Five9 and
ServiceNow, based on inbound/outbound interactions. The main difference between
presence sync and federated routing is that if federated routing is enabled in addition
to presence sync, the update and synching of the presence state happens automatically
based on an inbound or outbound agent interaction.

To enable federated routing:

1 In the Five9 configuration, select the Enable Federated Routing checkbox.

2 Under What do to if an agent is on ServiceNow interaction, select the

corresponding Five9 Not Ready reason codes that you migrated from Five9. This
field defaults to Use Not Ready Code, which ensures that when an agent attends
a ServiceNow chat, their status updates as unavailable in Five9 with a
corresponding Five9 Not Ready reason code.

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 Federated Routing and Agent Presence Sync

Configuring Federated Routing

3 Under What to do if agent is on Five9 interaction, use the default Disable

ServiceNow channels.
You are ready to use federated routing. When an agent gets a ServiceNow chat
interaction, federated routing ensures the Five9 status updates with a matching Not
Ready reason code and no Five9 interaction is routing to the agent, and vice versa.

For example, if an agent's ServiceNow status is currently Available for All and they get a
Five9 voice interaction, the ServiceNow presence state automatically updates to Five9
Voice and Voicemail. This ensures that no ServiceNow chat interaction is routed to the
agent.

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Displaying Call Variables to Agents

Call variables are custom fields that store call data, which enables you to display the
most appropriate interaction and record information to agents. Use call variables
directly in voice interactions and in connectors for digital engagement interactions. You
may use system or custom variables.

1 Open Campaign Profiles.

2 In a campaign profile, add the Call.skill_name variable to the layout.

a Open or create a campaign profile.
b Select the Layout tab.
c Select Custom Campaign Settings.

d Click Add.
e Select Call Attached Variable.
f Select Call.skill_name.

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 Displaying Call Variables to Agents

g Click OK.
The variable is displayed in the list of the Layout tab.
h If appropriate, enable Enforce Users to View Call Variables at the
bottom.

Important
Even though the heading for this option is CTI Web Services, the
option applies also to the Plus Application.

o Enabled: Call variables are always shown to agents.

o Disabled: Call variables are shown to agents only if they enable
Show Call Attached Variables in their softphone settings.
i Click Apply.
If the campaign profile is currently used by a campaign, your changes are
applied immediately. If the campaign profile is not yet used by a
campaign, go to step 3.

3 Assign the profile to an inbound campaign.

a Open the properties of the campaign.
b In the Campaign Profile section of the General tab, click Advanced mode.
c Select a campaign profile.

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 Displaying Call Variables to Agents

d Click Apply and Save.

4 If appropriate, ensure that your agents enable Show Call Attached Variables in
their adapter.
In their adapter, this feature is located in Settings > General tab; the data
associated with the variable is displayed in the call information section of the
softphone.

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Managing the Software for Your
Agents

This section describes how to configure your agents’ browser. If you want to allow your
agents to prepare their browser, forward to them the instructions for the appropriate
browsers.

Note
Five9 provides browser extensions (Edge, Chrome, FireFox) for Canadian Data
Center usage.

You can use the adapter with Microsoft® Edge®, Mozilla Firefox®, and Google™
Chrome™.

For detailed information about the supported browsers, see the Technical
Requirements Reference Guide.

The Five9 softphone can be installed for all users or for the current user:
l All users: You may prepare the browsers and install the softphone remotely by
using Windows Group Policy or Open Directory for macOS.
l Current user: When agents log into the softphone for the first time, they may
download it and any additional software required for your integration.
Note
For agents using Chromebook or Chromebox, do not install the softphone, and
ensure that they select WebRTC when connecting.

For information about using WebRTC, contact your Five9 representative.

Installing the Adapter

Configuring the Browser
Removing the Integration

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Installing the Adapter

Installing the Adapter

Even if your agents use more than one browser and if you use more than one Five9
product, you need to install the softphone only once because the installers are
identical:
l Windows: The file name is Five9SoftphoneService.msi.
l Mac: The file name is Five9SoftphoneService.dmg.
If you have not already done so, download the softphone installer from the Five9
portal.

Important
Be sure that your firewall and other security software do not block the
installation of the Five9 softphone.

You have two installation options:

l To install for all users, use the command line. See Installing the Softphone in the
Five9 Virtual Contact Center Basic Administrator’s Guide.

l To install for the current user, use the installer:

a To install the softphone, double-click the installer and click Run.

b Click Next.

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Configuring the Browser

c When done, click Finish.

Configuring the Browser

Chrome
Edge
Firefox

Chrome
You need to add exceptions to the browser and install and configure the adapter.

Important
In addition to adding exceptions to the browser, remember to also update your
corresponding Group Policies with the same information. Otherwise, the
current Group Policies will overwrite your browser settings.

If you use Mac OS and Chrome 53, connectors do not open. Be sure to update
the browser.

Adding Exceptions
Installing the Extension
Troubleshooting the Softphone

Adding Exceptions
Add exceptions so that notifications can appear in the adapter.

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Configuring the Browser

1 Click the Chrome menu in the top-right corner of the browser.

2 Select Settings.

3 At the bottom of the Settings tab, click Show Advanced Settings.

4 In the Privacy section, click Content Settings.

5 In the Cookies section, ensure that Allow local data to be set is selected.

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Configuring the Browser

6 Scroll down to Pop-ups.

7 Click Do not allow any site to show pop-ups.

8 Click Manage exceptions.

9 Add these exceptions, ensuring that the selected behavior is Allow:

[*.]five9.com or [*.]five9.eu or [*.]ca.five9.com

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Configuring the Browser

10 Click Done, Done, and close the Settings tab.

Installing the Extension

You may install the extension from the Chrome Web store now, or you may allow
agents to install it when they log into the adapter for the first time. In this last case,
agents will be prompted to reinstall the extension when an update is available.

Note
If your agents have permission to access multiple domains, you need to install
one extension for each domain.

When upgrades to extensions are necessary, agents’ experience differs

according to the browser.
Chrome, Edge, and Firefox: When agents log on, if the system detects that the
required version of the extension is not present, they are prompted to install
the required version. With Chrome and Edge, they are also prompted to
remove the old version.

For more details, see Installing the Softphone in the Basic Administrator’s
Guide.

1 To install the extension from the Chrome Web Store, click Five9 Softphone
Extension.

2 Click Add to Chrome.

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Configuring the Browser

3 Click Add.

After the extension is installed, the button changes from blue to green.

Chrome Extension File. To distribute the extension to your agents’ workstations,

save the CRX file. For instructions about distributing the extension, see Extensions:
Other Deployment Options in the Chrome Developer Center. This option does not
appear in the agent’s guide.

Troubleshooting the Softphone

If the softphone appears connected in one browser window but disconnected in
another, refresh the page of the window in which the softphone is disconnected.

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Configuring the Browser

Refresh all pages after you install or remove an extension.

Edge
You need to add exceptions to the browser and install and configure the adapter.
Adding Exceptions

Adding Exceptions
You must configure the browser to allow pop-up notifications from Five9.

1 Open the Edge browser.

2 Click the menu button in the upper-right corner, then click Settings.

3 In the Settings sidebar, click Cookies and site permissions.

4 Scroll down to the Site permissions section, then scroll to All permissions and
click Pop-ups and redirects.

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Configuring the Browser

5 In Site permissions/Notifications pane, ensure Block switch is enabled, then

click Add in the Allow section.

6 Enter the domains you want to allow pop-ups from and click Add:

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Configuring the Browser

[*.]five9.com or [*.]five9.eu or [*.]ca.five9.com

7 Close the Settings tab.

Firefox
Add exceptions to the browser and install and activate the adapter.

Note
When upgrades to extensions are necessary, agents’ experience differs
according to the browser.
Chrome, Edge, and Firefox: When agents log on, if the system detects that the
required version of the extension is not present, they are prompted to install
the required version. With Chrome and Edge, they are also prompted to
remove the old version.

For more details, see Installing the Softphone in the Basic Administrator’s
Guide.

Adding Exceptions
Enabling the Five9 Softphone Plug-In

Adding Exceptions
Important
In addition to adding exceptions to the browser, remember to also update your
corresponding Group Policies with the same information. Otherwise, the
current Group Policies will overwrite your browser settings.

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Configuring the Browser

Add exceptions in the browser settings so that notifications from Five9 can appear in
the adapter, and install and activate the adapter for .
1 Click Tools or the menu button in the top right corner, and select Options.
Depending on the version of your browser, the Options menu opens either in a
Windows menu or in a browser tab. However the features are the same.

2 Select the Content tab.

3 Check Block pop-up windows, and click Exceptions.

4 Add these exceptions, ensuring that the selected behavior is Allow:

five9.com or five9.eu or ca.five9.com

5 Click Save Changes.

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Configuring the Browser

6 Depending on your browser version, close the tab or click OK to close the
settings window.

Enabling the Five9 Softphone Plug-In

Perform this procedure after the adapter is installed.
1 Click Tools > Add-ons.

2 Click Plugins.

3 Locate Five9 Softphone Plugin, and select Always Activate if it is not already
selected.

4 Depending on your browser version, close the tab or click OK.

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Removing the Integration

Removing the Integration

Be sure that the user has logged out of the adapter and that the browser is closed.

Removing the Adapter

If you need to remove the softphone adapter, follow these steps. However, if you
installed an extension for the Chrome or Edge browser, the extension remains.

Windows OS
Follow these steps:
1 Click Start > Control Panel > Programs and Features.

2 In the list of programs, select Five9 Softphone Service and click Uninstall.

3 Click Yes to confirm.

4 When done, close the control panel.

Mac OS
To remove the softphone, use this script, which is located inside the installation image:

1 Install the softphone either from the customer portal or from the link displayed
in the Plus application if an update is required when you log in.

2 Run this script at your terminal:

/Volumes/Five9\Softphone\Installer/.content/uninstall.sh

Clearing the Browser Cache

The login window for the adapter still appears, but the softphone is no longer installed:
if you try to log in now, the installation process starts again.

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Removing the Integration

Chrome
1 Click the Chrome menu in the top-right corner of the browser.

2 Select More Tools > Clear browsing data.

3 Select the amount of data that you want to delete, such as the beginning of
time to delete everything.

4 Check the boxes for the types of information that you want to remove.

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Removing the Integration

5 Click Clear browsing data.

6 Close the Settings tab.

Firefox
1 Click Tools > Options > Advanced > Network.

2 Click Clear Now twice.

3 Depending on your browser version, close the tab or click OK to close the
settings window.

Edge
1 Click the menu button (three dots) in the upper-right corner, then click Settings.

2 In the Settings sidebar, select Privacy, search, and services.

3 Scroll down to Clear browsing data section, then click Choose what to clear.

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Removing the Integration

4 In the Clear browsing data pop-up, select the time range and the types of data
you want to remove, then click Clear now.

5 Close the Settings tab.

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Collecting Logs

This section describes how to collect logs from the workstation of agents who use the
Five9 Plus applications:
Logs are always displayed in UTC.

Application Log
Browser Logs
Softphone Log

Application Log
All actions performed by agents are saved in logs that can be used to troubleshoot
problems with their station. You or Five9 Customer Support may request application
logs to troubleshoot issues. By default, all agents can collect logs that apply to voice
and text interactions and send a basic report. These logs contain the events that occur
during the agent’s current session because logs are not saved when the agent closes
the browser.

The log window gathers all available information. The process takes 30–60 seconds.
During that time, if you click Stop Logging or close the window, the content that has
been logged so far is not saved, but the rest of the session information is retained
unless the session has timed out. The log is complete when no more information is
added.

These logs are located in the softphone.

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 Collecting Logs

Browser Logs

1 In the Help menu, click Start Logging.

2 To save the content that you need to send to Customer Support, click Download.
The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6,
2015 4_14 PM.txt. The file is saved in your default download folder.

You may redirect the softphone logs to a custom directory. To do so, set the F9_
SOFTPHONE_LOG_DIR environment variable in the agent’s workstation. For example, you
may redirect the logs to a NAS share mounted in the agent’s workstation.

For more information about logs, see Reporting Problems in the Plus Adapter for
ServiceNow Agent’s Guide.

Browser Logs
Chrome and Edge
Firefox

Chrome and Edge

Follow these steps to locate the console logs.
1 In Chrome, click the menu icon in the top-right corner of the browser.

2 Select More Tools > Developer Tools.

3 In the browser console, select the Network tab, WebSockets, WS, and Frames.

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 Collecting Logs

Softphone Log

4 Select the Console tab.

5 Click the filter, and select the items that you want, such as errors and warnings.

Firefox
Follow these steps to locate the console logs.
1 Open the console: Ctrl+Shift+J.

2 Click and select the objects that you want.

Softphone Log
You or Five9 Customer Support may request these files, which contain information
about the adapter. Softphone logs are saved in the agent’s computer for four days
before being deleted. Log files are located in these folders:

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Softphone Log

l Windows: %appdata%\Five9\Logs\websoftphone
l MAC: ~/Library/Application Support/Five9/Logs/websoftphone

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Agent Workspace Interaction
Management

This section discusses setting up and optimizing the Five9 ServiceNow agent
workspace. ServiceNow customers are encouraged to use the Agent Workspace
interaction management feature to get the best customer engagement. With
the interaction management feature configured, agents see all details related to an
issue in one place. Agents can communicate in real time with customers by agent chat
or phone in the same interface. They can also close cases and incidents faster with
artificial intelligence-assisted recommendations.

Note
When the user interface behavior is the same as in Classic Five9, refer to the
appropriate section in this guide.

Enabling the Interaction Management Integration

Enabling Support for Additional Workspaces

Enabling the Interaction Management Integration

Perform these steps while logged into ServiceNow as an administrator.

To enable Five9 to work with Agent Workspace interaction management:

1 Go to ServiceNow Settings > Five9 Configurations and select the configuration

for which you want to activate interaction management.

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 Agent Workspace Interaction Management

Enabling the Interaction Management Integration

2 Select the Enable IMS Settings checkbox.

Configure a Predefined State for Interactions

When Five9 dispositions an interaction management interaction, it applies the
predefined state. This saves time for the agent and enables the agent to continue
working on the interaction.

To configure the predefined state, go to IMS Settings > Interaction State for
Disposition and select the state.

Note
If an agent selects a state other than the predefined state, ServiceNow
may not support transitioning to that state.

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Enabling the Interaction Management Integration

Update IMS Interaction Fields with Predefined

Variables
You can update IMS interaction fields with hardcoded values or pass values from call-
attached variables.

To configure the predefined variables, go to IMS Settings > Default Record Parameters
and add the field variables.

Configure the Cursor Focus

Configure the cursor to keep it focused on the details section of the IMS tab when a
new interaction pops. This enables the agent to start working on the IMS interaction
screen, improving productivity and saving time.

To configure the cursor focus, go to Search and Screenpop > What to do if single
match and select Screen pop and keep focus on details tab.

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Enabling Support for Additional Workspaces

Enabling Support for Additional Workspaces

By default, the adapter supports ServiceNow Classic and Agent workspaces. You can
enable support for additional workspaces, such as the Configurable Agent and Service
Operations workspaces.

1 Go to Five9 Configuration > IMS Settings.

2 Select the Enable for all workspaces checkbox.

3 If you are using the Five9 presence sync feature, select the Presence tab and
then select the Enable for all workspaces checkbox.

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