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Ameyo integration with ServiceNow ITSM (CTI integration)

Community Alums
Not applicable

‎03-21-2023 11:41 PM

Hi All,

 

We are looking for a solution to integrate ServiceNow with Ameyo.

Our use case is to use Dialpad to call from ServiceNow and to receive calls into the ServiceNow ITSM.

 

Open to solutions for other platforms based on use case.

 

Thanks in advance

Anand

 

@Ankur Bawiskar , @Allen Andreas , @Community Alums 

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3 REPLIES 3

Ratnakar7
Mega Sage

‎03-22-2023 03:20 AM

Hi @Community Alums ,

 

Here are the high-level steps:

  1. Install the ServiceNow Telephony Connector plugin from the ServiceNow Store.

  2. Configure the Ameyo CTI server settings in the Telephony Connector plugin by providing the hostname, port number, login credentials, and other relevant details.

  3. Set up the CTI integration in ServiceNow by defining call routing rules, agent availability, and other call handling options.

  4. Configure the ServiceNow CTI toolbar in the Ameyo interface to enable click-to-call functionality from within ServiceNow.

  5. Test the integration to ensure that inbound and outbound calls are properly routed to and from ServiceNow ITSM.

Computer Telephony Integration 

Integrate with Computer Telephony Integration (CTI) 

 

If my response helps you to resolve the issue close the question by ✅Accepting solution and hit 👍thumb icon. From Correct answers others will get benefited in future.

 

Thanks,

Ratnakar

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RahulMishra01
Tera Contributor

‎04-18-2023 04:20 AM

Hi, 

 

If open to trying other ACD integration such as one from Cisco, Genesys, and Avaya contact center, then I would suggest to go for NovelVox's ServiceNow Smart CTI Connector. It offers ready integration with above-mentioned phone systems, allowing agents to handle interaction from within the ServiceNow screen. It comes with custom integration & flexible deployment options. Check out more at https://www.novelvox.com/cti-connector/

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GSeynhaeve
Tera Expert

‎12-20-2023 09:10 AM

Hi Anand, 

 

If you are open to other cloud contact center/CTI solutions, consider 3CLogic which is ServiceNow-centric and certified.  You can learn more about the offering (CTI, ACD, IVR, call transcription, voice self-service, SMS, AI sentiment analysis, etc.) on the ServiceNow Store as well or you can contact them directly at servicenow@3clogic.com

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