Computer Telephony Integration (CTI) with ServiceNow

Gopi22
Giga Guru

‎03-05-2019 08:12 AM

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

Labels:
0 Helpfuls
  • 2,219 Views
7 REPLIES 7

RahulMishra01
Tera Contributor
In response to Ankita Mallah

‎10-08-2023 11:33 PM

Hi Ankita, 

 

Are you open to try out a third-party CTI connector? It allows you to have embedded CTI controls within the ServiceNow screen. If yes, you may start your search from the below connector: |
https://www.novelvox.com/cti-connector/servicenow/

Hope this helps!!

 

0 Helpfuls

GSeynhaeve
Tera Expert

‎10-10-2023 07:02 AM

If you would benefit from an out-of-the-box CTI and general contact center solution for ServiceNow, you should have a look at 3CLogic.  They provide a full suite of voiceAI, contact center, and SMS solutions pre-certified for each ServiceNow release across IT, Customer, and Employee workflows.  It can save you the hassle of maintaining a CTI solution on your own while quickly extending your use of ServiceNow (ie: voice self service/voicebots, call deflection, agent automation, call transcription, consolidated reporting with Performance Analytics and WFO, etc.).  

Check out their ServiceNow Store listing and 5-star reviews here. 

You can reach them directly at servicenow@3clogic.com if you have questions or want to learn more. 

0 Helpfuls

RahulMishra01
Tera Contributor

‎10-16-2023 07:43 AM

Hi @Gopi22 ,

 

It seems you are trying to trigger a custom screen pop with Callback Number’ on ServiceNow receiving an incoming interaction. If interested, try out a third-party CTI connector. There are tools that support custom screen pop flows, one of them is “Smart CTI Connector” from NovelVox. Check out what it offers using the below link:

 

https://www.novelvox.com/cti-connector/servicenow/

 

Hope this helps!!

 

0 Helpfuls