This article provides an overview for end-users of how to use Intermedia Unite in ServiceNow.

Getting Started With Intermedia Unite In ServiceNow

After Intermedia Unite integration with ServiceNow is configured by your administrator you will be able to find Intermedia Unite in Filter navigator. Select Click 2 Call and Intermedia Unite plugin will appear. Sign in with your Intermedia Unite credentials.
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Selecting Default Calling Device

Once you log in, you will be asked to select the default calling device that will be used to place and receive calls in ServiceNow.

Select the device from the list and click Save
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If you need to change the selected device, click on the gear icon. Settings will be opened.
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Select the device from the list and click Save.
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Making Calls

Option 1: Click to Call

You can use click to call in ServiceNow by just clicking on the handset icon. It will be shown in front of the Business phone and Mobile phone fields in the contact card. 
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Option 2: Dialpad

Open Intermedia Unite plugin and dial the number using dial-pad buttons, keyboard or just paste it and click Call button.
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The application will prompt you to pick up the phone. Pick up your calling device that was selected previously and the call will automatically start.
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When the call will be picked up on another end, you will see the call duration and details. Click End Call button or just hang up on your calling device to finish the call.
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Multiple Calls

You have multiple calls at the same time.

During active call click on Place new call button at the bottom.
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A new tab will be opened. Dial the number to start new call. Previous call will be automatically placed on hold.
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Receiving Calls

Calls from existing ServiceNow contacts

You will see a notification of the incoming call. To start the call pick up your default calling device.
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Contact name and company will be shown. You can click on the contact or company name and the corresponding record will be opened in ServiceNow.

You will be able to create new Incident for the contact during the call.
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If there is an Incident already linked to the contact, you will be able to open it from Intermedia Unite - just click Open Incident button.
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Calls from unknown numbers

You will see a notification of the incoming call. To start the call pick up your default calling device.
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Once the call is answered, you will be able to create new Incident or User for this number.
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