Has anyone integrated with Cisco Contact Center?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-17-2016 12:01 PM
We are an MSP and a Cisco Gold Partner and a lot of our clients have UCCE or UCCX - has anyone done any integration to Cisco Voice products?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-17-2016 02:41 PM
There is a business rule that comes out of the box named CTI Processing. If your cisco app can send a url like:
https://instancename.service-now.com/cti.do?sysparm_caller_phone=(212) 555-5555
where the phone number matches a user record's phone number, it should open the ITIL view of the User Record. As not every call is about opening an incident, or Request, it opens the user record. Otherwise if no match is found, a blank incident record shows.
We are also domain sep and it works fine but we had to standardized on 1 phone number format to make it work.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-17-2016 04:57 PM
Michael,
Thank you! Is the CTI Processing in Fuji Or Geneva? Currently we are on Eureka and will leap frog to Geneva or Helsinki.
Kevin
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-18-2016 07:39 AM
The CTI processing is available in Eureka and higher.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-24-2020 12:53 PM
Hi Kevin,
Quick update to your post for those with a similar need/question today.
For out-of-the box integration with Cisco UCCX or UCCE, 3CLogic offers a couple options from a basic Connector to a full enterprise cloud call center suite. In both cases, customers can continue to leverage their existing investment in Cisco while removing the need to build, configure, and maintain a custom build/integration with ServiceNow. If you have any questions, feel free to contact servicenow@3clogic.com.
