Cisco call manager integration

[cshriya]

Hi

Did anyone manage to perform the integration between Cisco Call Manager and ServiceNow? I'd be interested to hear how you got on and if you could provide an overview of the integration with implementation considerations.

Thanks

Chhavi

[Michael Fry1]

Out of the box there is a business named CTI Processing. wiki: Computer Telephony Integration - ServiceNow Wiki

Using URL, your Cisco system need to put the phone number into the match format of the phone number on the user record. Phone number format could be xxx-xxx-xxxx, or xxx xxx-xxxx, or (xxx) xxx-xxxx. Then configure url to match format, example below:

https://instancename.service-now.com/cti.do?sysparm_caller_phone=(212) 555-5555

[Brian Lancaster]

Hello Michael,

Do you know if this does not work the same way.   When I click on the link since it is the old wiki it redirects me to DOCS but when I sears for Computer Telephony Integration it seems to be calling out that I need Notify and from my understanding that can be costly because you have to pay per user.   I also need to integrate with Cisco Call Manager.

[Michael Fry1]

Check out the business rule named: CTI Processing

Haven't used it in forever, but I believe there might be some instructions in the BR

[HarshTimes]

Hi Chhavi

Is it related to CISCO IP phones discovery?Were you able to discover them?I am also in the same situation. If yes,Could you please provide me details how and what you have done that?

Regards,

Harsh