Install CXone Agent Embedded in ServiceNow

Hidden link for redirect from SNOW > InstallCXAEInSNOW.htm

This page explains how to install CXone Agent Embedded in ServiceNow. Once it's installed, agents can use it to handle interactions directly inside ServiceNow.

Allow the CXone Agent Embedded URL

1. In ServiceNow, click All in the top menu and search for System Properties. Click System Properties in the search results to open it.

2. In the bar at the top, search for onmessage_enforce_same_origin_whitelist. Make sure the drop-down next to the search bar is set to for text. Press Enter on your keyboard.

3. Click Go To List View.

4. Select the row for glide.ui.concourse.onmessage_enforce_same_origin_whitelist. In the field under the Value column, enter one of these:

   • If you are not on FedRAMP: https://cxagent.nicecxone.com?app=cxai

   • If you are on FedRAMP: https://cxagent.nicecxone-gov.com?app=cxai

Create an OpenFrame Configuration

1. In ServiceNow, click All in the top menu and search for OpenFrame. Click Configurations under OpenFrame in the search results.

2. Click New.

3. Fill out the OpenFrame Configuration form.

   1. Give the configuration a Name and Title.

   2. For Order, enter 1.

   3. Select Show Presence Indicator.

   4. Select Active.

   5. For Width, enter 420. This is the recommended width. If you enter a value less than 420, the CXone Agent Embedded interface will be condensed. A horizontal scroll bar will appear. Depending on your browser zoom and screen resolution, you may experience functionality issues with buttons.

   6. For Height, enter 720. This is the recommended height.

      View image

      

      If your agents use ServiceNow in a window shorter than 720 pixels, customize the OpenFrame configuration height.

   7. For URL, enter your CXone Agent Embedded URL, followed by _snow&base=, followed by your ServiceNow instance URL. Your CXone Agent Embedded URL is one of these:

      • If you are not on FedRAMP: https://cxagent.nicecxone.com?app=cxa

      • If you are on FedRAMP: https://cxagent.nicecxone-gov.com?app=cxa

      For example, if you are not on FedRAMP, and your ServiceNow instance URL is https://ven0123.service-now.com/, your URL would be https://cxagent.nicecxone.com?app=cxa_snow&base=https://ven0123.service-now.com/.

   Learn more about fields in this step

   Field	Details
   Name	The name of the OpenFrame configuration.
   Title	The title of the configuration as it appears in the configuration's header.
   Subtitle	The subtitle of the configuration as it appears in the configuration's header.
   Order	Determines the priority of the configuration. Only the configuration with the lowest order number is used. So, the value for the configuration for CXone Agent Embedded should be 1.
   Enable collapsed view	When enabled, allows agents to use CXone Agent Embedded in a smaller window.
   Show presence indicator	When enabled, shows the agent's state The availability status of an agent.
   Active	When enabled, activates the OpenFrame configuration. CXone Agent Embedded will only work if this setting is enabled.
   Width	The width of CXone Agent Embedded in pixels.
   Height	The height of CXone Agent Embedded in pixels. This doesn't include the OpenFrame configuration's header.
   Icon Class	The CSS class of the Title Icon. OpenFrame supports icon-phone and icon-video.
   Title Icon	The icon displayed in the OpenFrame configuration's header.
   User Group	The groups who will use CXone Agent Embedded. Select groups in the Available box, then click Add . If you don't add any groups, CXone Agent Embedded will be available for all groups by default. If you add specific groups, you also need to assign those groups to the OpenFrame user role. If you add all groups, you do not need to do this.
   URL	Includes three components: First, your CXone Agent Embedded URL. Second, _snow&base=. Third, your ServiceNow instance URL. For example: https://cxagent.nicecxone.com?app=cxa_snow&base=https://ven0123.service-now.com/.
   Configuration	Space for a JSON encoded string.

4. Click Submit.

Customize the OpenFrame Configuration Height

If the OpenFrame configuration height is longer than the ServiceNow window, agents handling calls have to scroll down to see the voice control panel.

So, if your agents use a ServiceNow window shorter than 720 pixels, enter a value less than 720 for Height. The CXone Agent Embedded interface will be condensed, but the voice control panel will always be visible to agents handling calls. Perform testing to find the right height for the window size.

Assign Groups to the OpenFrame User Role

If you added specific groups to the User Group field when you created the OpenFrame configuration, you also need to add those groups to the OpenFrame user role. If you added all groups, you can skip these steps.

1. In ServiceNow, click All in the top menu.

2. Go to User Administration > Roles.

3. Click the sn_openframe_user role to open it.

4. Under Related Links, click the Groups tab.

5. Click Edit on the right.

6. Select the same groups you selected in the User Group field in the previous task, then click Add .

7. Click Save.