CTI Integration with Avaya softphone

Vimal Priya · ‎06-10-2015

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 · ‎06-25-2015

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

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anuguajayreddy · ‎01-20-2016

Hello Sara,

Thank you for your great update, i have been looking for this solution from last 3 months.

Could you please guide me on some documentation and Integrations process followed with the Avaya phone, do you have some screen shots and documents

1. How user will call from Phone, will this be mobile or desk phone

2. How the user will be identified, does the call first reach the software installed on the agent Avaya software???

3. How the parameters are passed to Service-now form the software, is this using the WSDL or REST Service??

4. How agent will see the popup, will this be on screen in Servicenow or an Avaya popup?

5. Once he accepts the call how the related data populated.

You post gave me some hope on using the OOB link, but complete information is missing, it will be great if you can provide your valuable updates so that my organisations can get some benefits.

Uwe Kreuter · ‎09-09-2020

Hello, we are working on an avaya integration using AES with tsapi basic with a CCT websocket server to support browser based 3rd party call control within service now. this apporach does not require Avaya client SW such as oneX or IX Wpl. Would be great to get some advice whats needed from the user side as well.

Manuela3 · ‎10-20-2020

Hi Uwe,

I am writing to you as I read this part "using AES with tsapi basic with a CCT websocket server to support browser based 3rd party call control within service now" and I am hoping you know a bit more and are able to support me.

I have a customer that wants a CTI Integration with Mitel and the problem that I have is that we are quite clueless on what program/ app/ software we need to use in order to have it compatible with ServiceNow. According to ServiceNow docs and if I understood correctly this URL https://[servicenow instance]/scripts/openframe/1.0.5/openFrameAPI.min.js should be mentioned somewhere in a program.

So my question is: do you think your approach could also be of use for us? Or what is it that we need to check and keep in mind? from ServiceNow there is also no documentation, if for example, using TAPI would do the job.

Thank you in advance,

Manuela

RahulMishra01 · ‎07-26-2022

Hello Vimal Priya,
Check out NovelVox’s Smart CTI Connectors. They have dedicated Avaya CTI connectors for ServiceNow. The sales team can guide you with the prerequisites and other requirements. You’ll surely get something valuable from their tech stack.
Check here: https://www.novelvox.com/cti-connector/

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