CTI/Softphone integrations
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‎08-01-2018 12:38 PM
Hello so my team is trying to work on Softphone integrations with ServiceNow, Avaya to be specific. I understand that there is a CTI plugin/OOTB page that can be utilized. But we were wondering how(what processes take place) the /cti.do? page knows which help desk agent to pop that form up to, and also how does servicenow redirect/select the agent to redirect the phone call to? Thank you
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‎08-01-2018 12:47 PM
cti.do is for "screen pops" where a telephony client can pass details to ServiceNow to save the agent time.
Most telephony clients can call a URL to make this work. In this scenario the agent selection process is typically done in the telephony system, Avaya in your case. ServiceNow does have an OpenFrame interface where you can take calls via browser:
There are several integrations on the ServiceNow store offered by partners.
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‎08-01-2018 01:03 PM
Ah okay thank you for the clarification, so the telephony client itself is the one deciding which agent to direct the call to. So let's say the telephony client redirects the call to agent A and "calls" the cti url with the necessary information, how does ServiceNow know which agent's screen to popup the details to and how does that occur??
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‎08-01-2018 01:23 PM
The agent is the one "accepting" the call from the telephony client. Again the routing is typically done in those systems to an available agent. Then when he/she accepts the call, that client will call the URL mentioned in the document article and pass a unique identifier for the caller. When an agent opens a new task, opened by defaults to the logged in user.
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‎09-26-2018 10:42 AM
Depending on the extent of your requirements, you may want to consider a pre-existing platform for CTI and general call-center-type use cases. At 3CLogic, we offer a complete IVR,ACD, CTI, queueing solution that can be a fully-hosted offering OR leverage your existing Avaya for VoIP services. More importantly, the solution is deeply integrated with ServiceNow's various modules (ITSM, CSM, HR) meaning less build-time, no maintenance for you, and regular updates with the newest features to drive performance for your team.
If you are interested, I would be happy to offer you more details. You can contact me directly (gseynhaeve@3clogic.com) or simply reach out to anyone at our organization.
