Service Now Widget

Signing In

Sign in to the ServiceNow page.
Click the Phone icon in the top right.
In the WxCC pop-up, click Sign In.
Enter your Webex email and password in the pop-up window.
Select your team, check Remember credentials, then click Sign In.

Changing Agent State

At the top, click Login to change your status.
Select Available or choose an Idle Code as needed.

Answering Incoming Calls & Call Controls

If the inbound call matches an Incident or Task from the IVR, it will automatically open in a new window.
Call Controls include:
- End Call
- Hold
- Consult / Transfer

While on hold, you can:

Resume the call
Or Consult / Transfer to another party

Consult / Transfer

Click Consult/Transfer.
Choose Consult or Direct Transfer.
Enter the number, then click the phone icon.

During a Consult:

Both active call legs appear at the bottom.
- The blue line shows the active call.
- You can switch between calls based on business needs.
- To complete the process:
  - Transfer sends the caller to the consulted party.
  - Conference brings both parties into the same call.

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Ending Calls

After ending a call, select the Wrap-Up Code and click the check mark to complete.

Outbound Calling

Enter the phone number and click the phone icon to place an outbound call.
If applicable, select a different Outdial ANI before clicking the phone icon to start the call.