ServiceNow Zoom Contact Center Integration

[sarahkovar]

Our ServiceNow team has the Zoom Contact Center plugin installed and we have Zoom configured for ITSM (Integrations -> Channel Setup -> Voice Channel). Within the Zoom Contact Center module in ServiceNow, there is a 'Phone Logs' table they would like to populate; primarily for the purpose of obtaining which phone queue/current queue the call originates from per ServiceNow Interaction record. Can anybody explain how that table gets populated within ServiceNow by Zoom? Is there something custom that needs to be configured within either platform? 

[sarahkovar · Accepted solution]

We figured this out on the ServiceNow side. Added the role 'x_zvmi_zcc_int.zcc_phone_log_user' to the ServiceNow service account and now the ZCC Staging Phone Log Table (x_zvmi_zcc_int_phone_log), which then populates the Phone Logs (sn_openframe_phone_log) table has data!