CTI Integration Examples

[jim pisello]

Does anyone have experience using CTI (Computer Telephony Integration) into their SNC instance? If so, would you be willing to give some examples of how you're using it? The wiki article on the subject made it sound like it had pretty limited utility. I'm wondering if it could be used for something like requesting a windows domain password reset?

[shakesc · Accepted solution]

We have done integration with a Shoretel phone system (though many phone systems give this functionality)
The Shoretel softphone creates a parameterised URL with the caller Id and the call queue
This then creates a command line with these parameters in

We have a table where we also store these values along with the incident that the agent opened from the form that gets popped up (existing or new). I also wanted the unique call reference given by the phone system to be passed but can't do that in the Shoretel system. This way we could of tied the CDR and incident records together tighter

Its ok but where we really want to get to is to integrate to the level where the call (inbound or outbound) is associated with the incident(s)

[jim pisello]

Thanks for the answer shakesc.

[abhijats]

HI Chris,

The CTI (Computer Telephony Integration) seems to be very interesting,

Can you please explain how the call create a record in table and pull out user information so that Service Desk guy can work on it.

And for the same purpose what kind of integration has set up with Shoretel phone system.

Thanks,

Abhijat

[majmudarv]

Hello Chris,

I am also working on integrating CTI with the ServiceNow application. Would you be able to provider some basic information on how to begin with or any Simulators you might have used to just try out with ServiceNow?

Appreciate your response! Thanks!

-Vishal