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/
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