Avaya (or other telephony) integration

[chris_jones2]

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?)?

[tletts]

Do you have this application available in the ServiceNow store?   Would love to see that in action.

We are currently doing a screen pop integration with Avaya that pulls all open incidents and allows our analysts to either create a new incident or tie the call to an existing incident.

[georgiswanepoel]

Hi Anthony, we are doing an integration with a system called Scopserv but the customer doesn't want to use a ServiceNow softphone (OpenFrame), they just want the screen popup of the new call. Is this achieved simply by sending a URL to serviceNow?

[davidfrancis]

Hi Anthony,

If you're still looking for a great solution for Incident Management, tying in Avaya and SN, please don't hesitate to reach me.     You can find InGenius CTI on the App Store.

Best regards,

David Francis

InGenius CTI

david.francis@ingenius.com

(613) 591-9002   X2600

[GSeynhaeve]

Hi Chris,

Depending on your exact requirements, 3CLogic provides a complete cloud contact center solution (CTI) with ServiceNow which can leverage an Avaya infrastructure while enabling a seamless experience with SN (screenpop, auto activity posting, CTI functionality, drag-drop IVR with dips to SN, reporting, scripting capabilities, click to call, etc.).

You can find us on the Store if you want to learn more feel free to ping me if you have any questions.

Best,

G. Seynhaeve

gseynhaeve@3clogic.com

[sophiehendrix]

Hello, Chris!

I'd suggest for you to check out Tenfold, which is a third party CTI that integrates Avaya and ServiceNow. Our office settled for that and this worked great for us.

To name a few of the things I like about this solution, Tenfold has a floating UI (screen pop caller ID), click-to-call, and automatic call log features. I just saw this thread and I hope this can still help. Good luck!

Here's a link to their integration page: https://www.tenfold.com/integrations/servicenow/avaya