Worldvue » Worldvue CAS

Overview
The kickoff meeting for the CP-CAS Integration focused on outlining the integration strategy and addressing technical concerns between CAS and ServiceNow. Key discussions included the decision that no integrations into the control panel are needed, with customer and ticket data required to flow from ServiceNow into CAS. Agents are instructed to log tickets directly in ServiceNow, maintaining strict adherence to using the system regardless of customer location. The meeting identified HTML code issues affecting note input from CAS to ServiceNow, prompting requests for testing plain text alternatives for clarity. The integration will require systematic testing to ensure a seamless workflow, particularly for reconciliations of customer numbers and comprehensive data accessibility. Action items were designated to Rey Papellero and Joei Julkarnain for further testing and feedback, alongside an unassigned task for reviewing current reporting systems. Overall, the meeting established a clear roadmap for the integration's next steps, emphasizing collaborative efforts to ensure a smooth technical transition.
Notes
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🔄 Integration Discussion (00:02 - 09:27)

• No integrations into control panel needed
• Ticketing needs to go into ServiceNow
• Only customer data and ticket information brought into CAS from ServiceNow
• All customers must be in ServiceNow, regardless of where they live in control panel or interview
• Agents to log tickets in ServiceNow as they would from CAS
• Individual guest information not to be added as contacts in ServiceNow
• Separate groups exist in ServiceNow for video team, MDU team, and Wi-Fi support

🛠️ Technical Concerns and Testing (09:27 - 19:45)

• HTML code issue when inputting notes from CAS to ServiceNow
• Need to define user information to avoid displaying API user in ServiceNow
• Request to test plain text input instead of HTML for better readability in interview system
• All sites in control panel are added to ServiceNow with corresponding numbers
• New installations added to both systems
• Discussion on reconciling customer numbers for unonet customers (C numbers and H numbers)
• Control panel to remain as a workbench tool for certain customers (e.g., Best Western, Choice)
• Testing needed to ensure interaction similar to MDU team
• Agents need to use both interview and control panel for complete customer data access
• Emphasis on agents checking both systems to avoid misrouted calls

Action items

Rey Papellero
Research and test plain text input from CAS to ServiceNow instead of HTML (14:06)

Joei Julkarnain
Conduct testing for CAS-ServiceNow integration and provide feedback on plain text implementation (17:28)

unassigned
Review current reporting from control panel and determine how to replicate it in the new system (06:44)

• Wifi and Video team is using CAS