Cisco Unified Call Manager Integration (CUCM )

[davjohn]

Hi Team,

Can someone help me with some documentation that helps in explaining the integration between Cisco Unified Call Manager and ServiceNow?

Is there an OOB plugin available to perform this integration?

Thanks in advance!!

[davjohn]

Brian,

That's exactly my requirement.

Identify the phones associated with CUCM.

Curious to know what if I don't use discovery in my system? Is there any other way to trace these desk phones?

Thanks.

[KVad]

Can't the query be done using AXL API?

I'm about to tackle this too.

[Ravi Jain1]

Hi,

NovelVox offers Cisco Unified Call Manager(CUCM) Integration with ServiceNow. We offer integration with over 70+ 3rd party applications with open API for Cisco, Avaya and Genesys.

[#5]

Hello, Expertflow provides an OOB CTI toolbar for ServiceNow, for Cisco CUCM for business telephoy users, 

expertflow.com/servicenow

...but also for Contact Center users (UCCX, UCCE, PCCE), where you have agent-state controls as shown in the video below.

[GSeynhaeve]

Quick update to your post for those with a similar need/question today. 

For out-of-the box integration with Cisco UCCX or UCCE, 3CLogic offers a couple options from a basic Connector to a full enterprise cloud call center suite.  In both cases, customers can continue to leverage their existing investment in Cisco while removing the need to build, configure, and maintain a custom build/integration with ServiceNow.  

More importantly, it enables a number of ServiceNow-centric capabilities and use cases including ServiceNow IVR workflows, ServiceNow voicebots, ServiceNow-integrated call transcripts, consolidated reporting with ServiceNow PA and/or WFO, etc. - all designed to deliver more value and better outcomes for customers/employees. 

If you have any questions, feel free to contact servicenow@3clogic.com.