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ServiceNow Installation Guide

The Skybox integrated eXperience (SiX) is a web-based CXone agent that handles all CXone contact types including Email, Chat, Phone, Voicemail, and Work Items. It is embedded in ServiceNow by leveraging ServiceNow’s OpenFrame technology.

The SiX agent works with ITIL and Case Management out of the box, as well as Agent Workspace and Standard Workspace.

Quick Start Installation

Follow these steps to quickly get up and running with SiX in your ServiceNow instance.

1. Install from ServiceNow Store

Search for the Skybox CXone CTI application in the ServiceNow store. Click the Get button to start the installation process and log in with your ServiceNow HI credentials.

This application requires the free OpenFrame plugin. Once installed, navigate to System Applications > Applications > Not Installed and click Install on the Skybox IncontactCTI entry.

2. Set Up Access and Assign Roles

Non-admin users in ServiceNow must be assigned the appropriate roles to use the application:

  • sn_openframe_user: Gives access to OpenFrame to open communication between ServiceNow and the SiX interface.
  • x_skte_incontactci.user: Gives access to the Skybox CXone CTI application.

3. Verify Installation

After assigning roles, users should re-sign in to ServiceNow. They should see the OpenFrame Phone icon on the top ServiceNow status bar by the username.

OpenFrame Phone Icon

Click the phone icon to launch the SiX Agent.

4. Register Your CXone Business Unit

Register your CXone Business Unit to activate the SiX License Manager. You can start with 5 free licenses to test the integration.

License Manager

For more details on managing licenses, please refer to the Advanced Administrator AAC section.

Configuration Overview

Once installed, you can further customize the integration to fit your workflow:

  • OpenFrame Title: Change the default "inContact CTI" labels.
  • Click to Call: Enable one-click dialing from ServiceNow forms.
  • Access Data: View and report on CXone contact data directly within ServiceNow tables.
  • Custom Objects: Configure linking for custom ServiceNow tasks.
  • Custom Screen Pops: Configure automatic record opening on incoming calls.
  • Agent Workspace: Configure compatibility for ServiceNow's modern Workspace interface.