CTI Integration Examples

jim pisello · ‎07-26-2012

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 · ‎07-30-2012

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)

View solution in original post

Chris Shakespea · ‎01-02-2019

This was a long time ago

The platform has moved on, worth looking at

https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/concept/c_CompTelephonyIntOV.html

What we had was a custom form and it was something like :-

https://instance_name.service-now.com/incident.do?telephone=123456


Have a look at another post on passing variables via URL
https://community.servicenow.com/community?id=community_blog&sys_id=596dea29dbd0dbc01dcaf3231f96190b

GSeynhaeve · ‎12-20-2023

To whom this may be of interest, 3CLogic specializes in VoiceAI, call center, and SMS solutions for ServiceNow with its certified offering. Capabilities include but are not limited to CTI, agent screen-pop, click to call, ServiceNow integrated IVR call flows, call transcription, Ai-sentiment analysis, AI call auto-summarization, presence sync with ServiceNow digital channels, integrated ServiceNow live wallboards, analytics, and much more. Feel free to contact us at servicenow@3clogic.com to schedule a consultation and explore in detail your specific requirements to determine how 3CLogic can add value to your IT Help Desk, HR Services team, our Customer Support group.