Setting up Computer Telephony Integration (CTI)

[Jason Nichols]

In this video, I show you how to set up Computer Telephony Integration (CTI), using a demo Twilio account, with ServiceNow (New York). The steps followed in this video can also be found in the documentation:

CTI demo installation and configuration

Using CTI, customer service agents can make and receive phone calls through their ServiceNow instance.

[Gonzalo Gasca M]

Hi Jason, this is a great video, I noticed in documentation and video that external number transfers are not allowed.

This is my use case:

Customer calls -> Customer service agent answers call and connect customer to expert -> Agent calls Expert cell phone.

In your video I see that transfer is only available for internal agents, how to enable external call transfers and/or enable conference.

[Thanh]

Hi Jason, 

I followed your steps and ran into some issues. Any ideas? on the issue?

1. I checked the logs and saw that there were errors with my connection. It shows that that Workflow is starting for my number but there are errors after that. I checked the workflow and saw some errors within. See errors.
2. FAILED TRYING TO EXECUTE ON CONNECTION glide.23 (connpid=709): INSERT INTO interaction_context (`sys_id`,`sys_updated_by`,`sys_created_on`,`interaction`,`name`,`sys_mod_count`,`sys_updated_on`,`value`,`sys_created_by`) VALUES('730104e01b250110a2085464604bcb87','guest','2022-02-04 22:38:51','8e0104e01b250110a2085464604bcb39','category',0,'2022-02-04 22:38:51','product','guest') /* dev111711002, gs:SYSTEM, tx:b30144201b250110a2085464604bcbb2 */
   Unique Key violation detected by database ((conn=709) Duplicate entry '8e0104e01b250110a2085464604bcb39-category' for key 'interaction_2')
   : java.sql.SQLIntegrityConstraintViolationException: (conn=709) Duplicate entry '8e0104e01b250110a2085464604bcb39-category' for key 'interaction_2':  
3. I checked the workflow and its looks good to me.  

Check phone call logs – all outgoing calls showing. Nothing from incoming.