Anyone doing an IVR integration (Interactive Voice Response)
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎09-28-2010 06:52 AM
We would like to use IVR for a future application where a customer calls in and auto-populates a Service-Now.com form with their contact information (kind of like a call center interaction) Has anyone implemented or at least looked into this possibility?
I've submitted a question to the vendor and will update with their response.
Many thanks,
Scott
- Labels:
-
Integrations
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎02-04-2015 12:15 PM
Here is an article with more information about CTI/IVR methods without Twilio.
http://www.servicenowelite.com/blog/2014/2/7/cti?rq=CTI
Mike
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-06-2015 10:12 AM
We did this for inbound calls with InContact. We supplied InContact with the CTI URL format and that allows a screen pop to an IVR view of the User record showing related Incidents and RITMs for that user. A new Incident can be created with one click. The New button on the RITM takes the service desk agent to the Service Catalog to create a service request for the caller.
I would like to do more integrations with InContact. It's on our roadmap.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎09-08-2017 02:34 AM
Hi,
I have a requirement to integrate InContact with calls module in turn which should log an incident automatically.
Could you please explain me more on the integration part.
Thanks in advance
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎07-23-2018 09:12 AM
Hey there!
I know this is a very old post, but I was wondering if you were successful in the integration and would like to get an idea how it was handled and if there were any documentation available? I am facing the same requirement and would like to be ahead of the game and get the agenda ready for the task!
Thank you for any input in advance 🙂
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎08-04-2016 08:32 AM
Hi All,
The original question is a bit old (2010) but I wanted to share an answer with you. As of Geneva the Notify plugin has been re-architected and re-developed from the ground up. From Geneva onwards Notify is designed to completely run of the workflow engine, allowed customers to create very powerful IVR setups. Please take a look at the Notify documentation for more information.
Cheers, Jeroen
