Routing Microsoft Teams Calls into ServiceNow

Jon Collins2
Kilo Sage

‎02-21-2024 09:48 AM

Hi folks, 

 

I've just received requirements to ingest Microsoft Teams calls into our ServiceNow instance and use our CSM setup to route the calls to available agents. The same would apply with voicemails received. I am not sure where to even start with this one. Has anyone done this before, and if so, can you provide advice on how you accomplished this?

 

Thanks in advance.  

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bpscottyaux
Tera Contributor

‎10-24-2024 11:26 PM

Really struggling to find answers to this - is there a proper Microsoft Teams Contact Center and/or CTI is probably the first area can’t get clarity on as this would then lead to ServiceNow Voice CTI integration

can ServiceNow please help?

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