CTI Phone Call

[mostafak]

Hi, so i wanted to try out phone calls with customer service management, these are the steps i took:

1. installed all plugins: notify, cti, openframe related

2. added twilio config

3. set openframe config to default and active 

4. added my number to a notify group

Here are the problems im facing:

1. Agents can click the phone icon to the right of the Contact field on the Case form to call a customer contact. Clicking this icon opens the OpenFrame window and displays the contact’s phone number.

I can not do this, the icon is not showing.

2. I can't open the openframe window, whenever i visit the link its blank

[GSeynhaeve]

Hi Mostafak, 

Have you considered exploring 3CLogic for your integrated CTI and Call Center needs for ServiceNow?

Depending on the scope of your requirements, the platforms a complete certified suite to extend CTI functionality, as well as integrated IVR, ACD, screen-pop, reporting, and more. 

Happy to make myself available if you wish to discuss the solution in more detail and how it might be a fit. 

Sincerely, 

G. Seynhaeve

240.803.4165

gseynhaeve@3clogic.com

[Sagar Gotla]

Hi Mustafak,

I think you might be missing one final step, you have to select the appropriate user group in order to see the phone icon on the top right corner. Only the user belonging to that user group will be able to see the phone icon.

I have tried it personally before answering your question, below are the screenshots. If you want a call user button at the user form, you can go with creating a UI Action and detailed youtube video is linked below.

https://www.youtube.com/watch?v=aYzKTTE3sE4

if my answer is helpful, a hit to Helpful or Correct Answer is greatly appreciated. Let me now if you have further questions, I will be happy to help you out.

Cheers,

Sagar Gotla.