Service Now Integration

Question

I am new to ZCC and have been working with our ServiceNow team to setup the integration.  We have the integration working; however, we are running into an issue with phone number matching/lookup between ZCC and ServiceNow.  Anyone else run into this and have a fix?  ZCC formats phones numbers as +1xxxxxxxxxx and in Service Now the phones are store with parenthesis and/or dashes.  If I change the number in ServiceNow to match the ZCC number format then the User lookup works and the user is populated in the Interaction record.  I am hoping there is a way to normalization the phone numbers between ServiceNow and ZCC so the integration will find Users by phone number.  Updating all the phone numbers in ServiceNow is not an option.

Thaya Nagarajah · Answer

Hi,This is what I am using, our servicenow phone number format is 123-456-7890. You could update the following to your needs. let phone = var_get()["global_system.Engagement.ANI"]; // Strip everything except digits (handles +, -, (), spaces, etc.) let digits = String(phone).replace(/\D/g, ''); // Drop leading country code "1" for 11-digit US/Canada numbers if (digits.length === 11 && digits.startsWith('1')) {  digits = digits.slice(1); } // If 10 digits, format it; otherwise keep original if (digits.length === 10) {  phone = `${digits.slice(0, 3)}-${digits.slice(3, 6)}-${digits.slice(6)}`; }

Service Now Integration

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