CISCO CTI Finesse integration with Servicenow.

[Prateektyag]

Hi All,
We have a requirement to Integrate CISCO with Servicenow.
The use case is that if a person call on CISCO telephone(Customer using it already) we can manage that call in servicenow like we can answer that call and open Interaction for that call.
If anyone have any documentation and Prerequisites that are needed to perform this Integration Please help me with that.
Thanks in Advance .

[Tanushree Maiti]

Hi @Prateektyag 

Check

1.  Cisco Webex Contact Center CTI Connector 

Key Features:

• Inbound/Outbound Calling: Easily handle inbound calls from Cisco Webex Contact Center and initiate outbound calls directly from the ServiceNow console. Enjoy full control over call transfers, conferences, and recordings.
• Contact Lookup: Automatically populate ServiceNow customer records with relevant information from incoming calls, providing agents with a comprehensive view of customer details.
• One click Dial: Quickly initiate outbound calls by simply clicking on a contact within ServiceNow, saving time and improving efficiency.
• Data Logging: Capture and analyze detailed call records as interactions and phone logs, including duration, outcomes, and notes. Use these insights to identify trends, improve agent performance, and optimize your processes.

2. Servicenow Documentation: Computer Telephony Integration 

[shubhamseth]

Hi @Prateektyag There is one community thread on this. See if this is helpful: https://www.servicenow.com/community/developer-forum/integrating-cisco-finesse-and-service-now/m-p/1...