Integrating Cisco Finesse and Service-Now

[Adam Peterson]

Has anyone integrated Cisco Finesse and Service-Now for their helpdesks? We are trying to do that now and curious how you guys did it.

Thanks in advance!

[kenrempe]

Hi Mike, any progress on this?   I believe that using a Cisco Finesse gadget (Cisco DevNet: Finesse ) is the approach we will take.   We will have the gadget generate a URL with the callers phone number. We will need to modify the "CTI Processing" BR to change behavior a bit as we pass the callers phone number and lookup phone, mobile_phone and home_phone to find a match.  

This works without new tab issue:     https://instance.service-now.com/nav_to.do?uri=cti.do?sysparm_caller_phone=972-555-1234

Or I would be interested in your (or anyone's) approach.

Ken

[mgveerkamp]

Hi Ken,

We have Cisco Finesse generate the url from the agent's desktop. I am not sure exactly how - you need to talk to a Finesse specialist.

The issue we are now facing is that the phone numbers in our source (LDAP) environment do not have a proper convention, hence the number supplied by Cisco hardly ever matches the user's phone.

Our colleagues from BT (British telephone company) suggested to have the user's first supply their global employee number before going to a service desk agent, which can then be passed on with the phone number as a parm in the url. This will increase the likelihood of finding a user, so we are now looking into this option.

Also, while you still have the chance, considering using a processor rather than the solution using a global BR (which is better for performance!). The processor is still called via a url with params and you can use a similar script as provided by the CTI BR.

Processors

Regards,

Marcel.

[kenrempe]

Hi Marcel, thanks for the advice on Processors, I will check it out. We discovered the same issue with phone number convention while testing the "CTI Processing" BR. Our AD source is a mess with regards to standards. Not sure how we will address it.

Thanks,

Ken.

[chadstachowicz]

For anyone looking for this, we have an embedded Finesse ServiceNow CTI connector product that provides exactly this. If you're interested, you can reach out to us at: mailto:contact@cloverhound.com. See our post for more info: https://cloverhound.com/2017/02/22/announcing-our-cisco-finesse-servicenow-cti-connector/

[RahulMishra01]

Yes, we have. We have opted for a unified agent desktop solution from NovelVox, which seamlessly fits into the Cisco Finesse environment and enhances its existing capabilities. The agent desktop can be integrated with as many as 75 business applications to offer a unified view to agents on their workspace. ServiceNow, is one of them. We integrated Salesforce, ServiceNow, and a couple of our backend applications with the help of NovelVox’s unified agent desktop. Would suggest you give it a try!

Know more here: 

https://www.novelvox.com/integrations/servicenow-cisco-finesse-agent-desktop/

https://www.novelvox.com/integrations/servicenow-cisco-cti-connector/