CTI in ITSM without enabling CSM

[Ravi Prakash Ro]

Hi All,

Can we implement computer telephony integration without enabling CSM(customer service management) module in instance. Is there any possibility to use CTI for incident management in ITSM module?

Please help on the above question with some suggestions.

Thanks in advance!

Regards,

Ravi

[Community Alums]

Unfortunately according to the documentation the only chance to use CTI is under CSM umbrella. I think Computer Telephony Integration (CTI) is only available in Customer Service due to his specification/relationship to case form and case routings. 

[Ravi Prakash Ro]

Thanks for quick response Rafael,

But after activating Notify and CTI Softfone plugins, i am getting few addition application and modules in my instance. On click of Twilio configuration, it is asking for auth key and id to connect.

So i am confused now, whether it can be used for incident module anyhow or not. 

If anybody had done similar implementation, please help me.

Thanks in Advance!

Ravi Roy 

[GSeynhaeve · Accepted solution]

Hi Ravi, 

You can use CTI with ITSM without the need to subscribe to CSM, as we already have similar deployments for customers.  Have you looked at enabling OpenFrame within ServiceNow, which is a platform component?  

Regarding, Twilio, that is an independent offering you would need to subscribe to. If you are open to considering other options for a deep CTI integration with ServiceNow for ITSM and/or CSM, take a look at 3CLogic. 

Hope that helps in the meantime!

[Ravi Prakash Ro]

Hi Gseynhaeve,

Thanks for response!

Could you please provide some input, if we require servicenow integration with Avaya telephony. How can we do that for incident management? Can we achieve this requirement with serviceNow OOB capabilities?  Any help will be much appreciated.

Thanks & Regards,

Ravi Roy