CTI Integration from Avaya to ServiceNow

Hello,

We have just started project where we are looking at integrating our Avaya IVR with ServiceNow.  I am very new to this so please excuse any silly questions.  The use case we are trying to implement is defined below.  Does any one have any experience of this or any documentation that you could point me in the direction of?  Any help with need to be great.

1. A User calls the Service Desk using their company mobile phone;
2. The IVR (Avaya) receives the call and contacts ServiceNow to match the number that was used to make the call with a ServiceNow User’s number in the ‘mobile’ or ‘business phone’ field.
3. ServiceNow finds the caller’s details and passes back to Avaya.
4. When Agent accepts the call in ServiceNow an 'Call' is opened automatically with the Caller's details already populated.

Many thanks

Chris