Computer telephony integration (CTI), how it works and where to start with?

[yogesh15dd]

Dear All,

We have a requirement to do the Service Now - CTI integration,   before that i have to give the effort level estimation on how much time this would take?

Also would you be able to give me some basic information on how to begin with   and how this works ?

Regards

Yogish

[sergiu_panaite]

Hi Yogesh,

I've not done personally an integration like that so I can't estimate how much time would be required. Maybe some of our customers can share via community their experience, I see the subject has been touched a few times, like for example:

Re: CTI Integration Examples

Avaya (or other telephony) integration  

Regards,

[RahulMishra01]

Hello Yogesh,
It usually takes 4-5 weeks to set up the computer telephony integration. However, in case of custom configuration and complex environment settings, the effort estimation time may exceed up to 8 weeks. On a high-level, you would need an active account on ServiceNow CSM portal and ready connectivity with a telephony system like Cisco Finesse, Genesys, Amazon Connect, etc. Rest can be taken care of by a CTI connector for ServiceNow. 

Learn more about the connector here: https://www.novelvox.com/cti-connector/servicenow/

Hope this helps!!