Avaya (or other telephony) integration

chris_jones2
Kilo Contributor

‎08-28-2007 01:28 PM

There was some discussion at the user conference regarding Service-now.com integration(s) with an Avaya telephone switch. Anyone done anything in this area? Care to share what and how? What is the practical value for IT operations (i.e., Is it worth the effort?)?

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ramkutva
Kilo Explorer

‎10-07-2013 09:47 PM

Hello,

Has anyone done Avaya - CTI Integration so far?

If so , can you please kindly share your experience on the same?

How to create / submit a service request / catalog item once Avaya calls through CTI?

Thanks & Regards,
Ram


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NYoks2
Kilo Contributor

‎11-24-2014 09:56 AM

I have done a call accounting application before and it supports Avaya PABX.   I have created the app in ServiceNow to replicate the processing of Avaya CDR it has not been fully tested due to lack of Avaya PABX to test it with.


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gyedwab
Mega Guru

‎11-24-2014 12:12 PM

Another area of integration that might be worth looking into is reporting integrations. For example, if you wanted to see a trend of Incidents in SN and a call volume from Avaya, you could use Explore Analytics to connect to both data sources and combine the data together:



https://my.exploreanalytics.com/pub/view/04be16dd09c342d69d92f15f98406a63


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rgm276
Mega Guru

‎11-25-2014 05:10 AM

We've created an integration point with our I3 call center software, we allow users to leave their call back information online so they do not have to 'wait' on the phone, once an IT helpdesk operator is available, they will call them


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NYoks2
Kilo Contributor
In response to rgm276

‎03-28-2015 02:37 AM

Hi Robert Mitchell,


That was a good one I could add.



I have created a custom application in ServiceNow that is used by BPO to measure the calls in an Avaya PABX   on the following:



1.   How long does the call waited before someone was assigned.


2.   First responder call length, how long did the call lasted.


3.   Does the first responder resolved the customer concern.


4.   Who and how long the second responder is


5.   Does the second responder resolve the customer concern


6.   Loops 4 and 5 until the call is closed


7.   SLA breached notification at each responder


8.   Reports


- per responder


- per call


- per SLA


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