Avaya Integration CTI

Ahmed Hussein
Tera Contributor

‎03-13-2022 06:56 AM

I am trying to reach an integration between Avaya and Service-now... 

My Goals are as following 

1 when a call Comes on Avaya an interaction created in service now 

2 a pop up screen appears at service-now agent work space to either accept or reject the call 

3 if the agent accepted the call an incident form will be opened and filled by the caller data 

4 if the caller not registered a contact form will be opened to fill the caller data 

 

Any help will be highly appreciated 

 

Thanks in advance 

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Rahul Priyadars
Tera Sage
Tera Sage

‎03-31-2022 10:27 PM

See if it is of Any help for you- From where to Start

https://community.servicenow.com/community?id=community_question&sys_id=60f847a1db5cdbc01dcaf3231f961931

https://community.servicenow.com/community?id=community_article&sys_id=8bc732571b7ad4d0305fea89bd4bcb28

Regards

RP

 

RahulMishra01
Tera Contributor

‎12-28-2022 03:54 AM

Hi Ahmed,

 

Seems you’re looking for an effective computer telephony integration with custom screen pop and CRM workflows. You can check out NovelVox’s Smart CTI Connectors. Though they have a range of CTI Connectors for ACDs and CRMs, as per your specific needs - check out their ServiceNow CTI Connectors for Avaya Contact Centers. The connectors come up with highly-configurable screen pop flows that allow you to create records, open specific contacts, pull certain records, and more with unique call scenarios. 

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