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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‎10-16-2023 07:39 AM
Yes, a CTI connector proves to be super beneficial when it comes to screen-popping caller details from Avaya on ServiceNow. Even specific requirements like screen pop new contact page on receiving interaction from a new customer can be done. There are many features that simplify using the ServiceNow application within the Avaya contact center. If you want to give it a try, start your search with NovelVox’s Smart CTI connector.
Here’s the link of the web page: https://www.novelvox.com/integrations/servicenow-avaya-cti-connector/
