Computer Telephony Integration (CTI) with ServiceNow

[Gopi22]

Hi,

We want to implement CTI with ServiceNow. I got the following description from Product Documentation site. 

Computer Telephony Integration (CTI) is accomplished by the CTI client on the user machine sending a URL to the instance.

The URL must have the following components:

1. The base URL. For example: https://<instance name>.service-now.com/cti.do? would get to the instance and ask for CTI processing.
2. Parameters identify what parts of the incident form to display.
   • sysparm_caller_name=name where 'name' is the name for a user.
   • sysparm_caller_phone=phone where 'phone' is the user's phone number. Either a name or phone should be provided if you want to identify the user on the call. Other parameters may be supplied to identify the user as discussed later.

We want to know where the scripting part has been done in ServiceNow so as to attain this functionality. 

Thanks,

Gopi

[Brad Tilton]

I believe there's a global business rule called CTI Processing as well as a script include caller CTIEvaluator you can look at it.

[Gopi22]

Hi,

I want to populate a custom field ‘Callback Number’ in Incident form once we navigate to the CTI URL to create incident. It automatically populates caller field (OOTB behavior) and I want to populate the custom field ‘Callback Number’ with the caller’s business phone number (from User table).

How can I achieve this behavior?

Thanks,

Gopi

[Ankita Mallah]

Hi Gopi,

How did you implement it?

I also have a similar requirement, could you please provide some more information on how to configure this URL?

Thanks,

Ankita

[Gopi22]

Hi Ankita,

Please let me know your questions on this.

Thanks,

Gopi