CTI Integration with Avaya softphone

[Vimal Priya]

Hi All,

I have a requirement for integration of CTI with the Avaya Softphone .

Please Share the clear idea about what are required for implementing integration CTI to ServiceNow by the ServiceNow Team ?

Thanks in advance.

Regards,

VimalPriya S

[sarazona1 · Accepted solution]

Vimal: I put in the CTI/Avaya solution at our company for their service desk and it's been a big success.   The CTI integration on the wiki was my primary information source and out of the box it works well when you generate a URL based on the wiki (i.e. phone number, employee ID, etc.).   I customized the out of the box screen to show the service catalog requests and incident related lists and also the form to show more information about the user.   On the incident related list there is a new button that will pre-fill the user information into the incident form: most of this was out of the box but I updated the BR to populate additional information.

I have a feeling you are asking about the Avaya integration: for that, I had an Avaya team and we purchased the Avaya one-x agent.   This agent would pull the information the user entered at the start of the call and would pop up the CTI screen.   No login required as we are on SSO.   I supplied the URL build that I needed for ServiceNow CTI form and they put this into the one-x agent client that runs on the user's work station.

If the user entered their credentials, it found the user record and related information for the lists.   If if the user entered in incorrect information then by default, a new incident form would open so the agent at the desk can start asking for user information.

I hope this helps,

Sara

[Vimal Priya]

Thanks a lot Sara

[narendrand]

Hi Sara,

Your Knowledge sharing reg CTI Integration is very helpful but I need some clarification here, As you said Avaya One X client will pass the inbound caller info to ServiceNow but my query here is, do we have Avaya One X client will be installed in agent local machine or in the Client network? because the service-desk agents are used to login into the ServiceNow using VDI.

Cheers,

Narendran.D

[Arjun23]

Hi Sara,

Can you please provide the sample URL's that have used in your project.And one more thing is, i dont have out of box business rule.

Suggest me what needs to be done for this BR rule(OOB)

Thanks,

Arjun.