Phone notificatons

[DiannAdams]

Does Service-now allow for calling a phone when an incident has been assigned to an individual. I know there are email and sms but was wondering about actually calling a phone number. We have times when we want a phone to be called for immediate response versus a text or email that would only get looked at when convenient...

[Michael Kaufman]

There are many ways to do phone callbacks.

1. DDE Third-Party Application
There are third-party applications that install as an application on your computer's desktop. You can write some code on a ServiceNow button to do a callback with their software, often using DDE. If you google "phone callback software", you can see all the options.

2. Phone System Software
If you have a phone system like Cisco, Avaya, etc, many of these phone systems have IVR/CTI connections that you can connect to ServiceNow. Typically it is a Phone System to ServiceNow connection, and not the other way, but I have done a callback with Avaya before.

3. Webservices
You can write some ServiceNow code to connect to a external webservice that calls people. That is actually pretty easy. I have used CDYNE Phone Notify before, they are nice to work with, but there are many options. http://www.cdyne.com/api/phone/notify/

[Michael Kaufman]

Phone Callback using ServiceNow Web Services — ServiceNow ELITE.com

[nimasera1]

Hi Mike,

I am interested in implementing the below functionalities within ServiceNow and Avaya

1. Initiate Call
2. Transfer Call
3. End Call

I have below queries in my mind.
1. What are the different ways by which SNOW can contact the Avaya Agent ?
2. What are the things that we need to connect to the Avaya Agent ?
3. How can SNOW indentify that the call is ended ? is there any way?
4. Do snow supports DDE call ? if yes How ?

Thanks in advance !!

Thanks ,
Rahul

[Michael Kaufman]

I just completed a Ayaya Agent integration with ServiceNow. We had a company write a .NET Application that sits in the Windows System Tray to connect to ServiceNow. They used Navigation by URL to connect to ServiceNow. http://wiki.servicenow.com/index.php?title=Computer_Telephony_Integration_(CTI). I think they used DDE to call up a browser window with the URL. Not 100% sure because I didn't write the app, I just provided the URLs for them to use.

I think the only ways ServiceNow can connect to Avaya is to Initiate or Transfer calls. The End Call functionality might not be possible. However if you are creative, you may figure out other ways to use Avaya.

Thanks,
Mike