InGenius - Computer Telephony Integration (CTI)

[eisha deambi1]

has anyone used it?

[KKM]

Hi @eisha deambi1,

Implementing InGenius CTI in ServiceNow
To integrate InGenius CTI with ServiceNow, follow these steps:

1. Prerequisites
* ServiceNow Instance (CSM or ITSM module)
* InGenius CTI License
* Phone System Compatibility (Cisco, Avaya, Mitel, etc.)
* ServiceNow Admin Access

2. Install InGenius CTI Connector in ServiceNow
* Go to ServiceNow Store → Search for "InGenius CTI Connector".
* Click Install and assign required permissions.
* Navigate to Plugins → Verify installation.

3. Configure InGenius in ServiceNow
A. Set Up CTI Integration
* Navigate to: All > CTI > CTI Configuration
* Enter API Credentials (Provided by InGenius).
* Select Phone System (Cisco, Avaya, etc.).
* Define Call Routing Rules (Queue-based, agent-based).
* Save & Test Connection.

B. Enable Screen Pop & Call Logging
1) Go to: All > CTI > Screen Pop Rules 

2) Map Caller ID to ServiceNow records (Incidents, Users, Cases).

3) Set Auto-Pop Actions (Open Incident, Customer Profile).
4) Enable Call Logging → Choose Fields to Capture.
5) Save Changes.

4. Agent Experience in ServiceNow
* Click-to-Dial – Click any phone number in ServiceNow to initiate a call.
* Incoming Call Alerts – Screen pop displays customer details.
* Auto Call Logging – Records call details into ServiceNow automatically.
* Call Controls – Hold, Transfer, Conference within ServiceNow.

5. Testing & Deployment
1) Test Calls – Simulate incoming & outgoing calls.
2) Verify Screen Pops – Ensure the correct records appear.
3) Check Call Logs – Confirm call data is saved in ServiceNow.
4) Train Agents – Walk them through the new workflow.
5) Deploy in Production 🚀.

This should solve your issue!

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With Regards,
Krishna Kumar M - Talk with AIT3ch
LinkedIn: https://www.linkedin.com/in/mkrishnak4/
YouTube: https://www.youtube.com/@KrishAIT3CH
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[eisha deambi1]

it can be integrated with AWA as well? I m trying to see a demo but i am not sure if i can get one.

With AWA , i want to show which agents can accept call?

[hle]

Yes it does. Let's chat offline 🙂 

[eromlige]

Question: Has anyone gotten the latest version of InGenius to work in Yokohama with Agent Workspace?

After upgrading to Yokohama, an older version of InGenius we had just stopped working. We were also told Agent Workspace is deprecated. Anyone know of another solution to get it working again in Agent Workspace?