Integrate CUIC in Incident module

[Diveenash_FWD]

Hi Team,

I would like to check if Cisco (CUIC) can be integrate with ServiceNow. 
My helpdesk team having issue to to raise an incident if there is a call coming into CUIC and there is no user information. We would like to auto generate an incident when a call coming in via Cisco (CUIC) and to auto populate the user information from CUIC to Incident module. 

Also will it be any cost for enable/integrate from ServiceNow hub?

Thank you in advance. 

[kaushal_snow]

@Diveenash_FWD ,

You need to set up a Computer Telephony Integration between CUIC and ServiceNow, which can be achieved using tools like UPLINX Provisioning System or Cisco Catalyst Center integration. These integrations allow CUIC to send real time data to ServiceNow, triggering the creation of incidents based on incoming calls. To auto populate user information, you can configure the integration to pass relevant user data from CUIC to the incident record in ServiceNow, ensuring that the correct user details are associated with each incident. Regarding costs, enabling such integrations typically involves licensing fees for the integration tools and possibly additional costs for ServiceNow IntegrationHub or other middleware solutions, depending on your organization's existing contracts and infrastructure. It's advisable to consult with your ServiceNow account representative and Cisco partner to get a detailed understanding of the licensing and costs associated with this integration....

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