How to setup click to dial

[marodriguez]

This is my first time posting in the community for help but giving it a go before opening up a support case. We currently use RingCentral as our telephony solution. Every phone number that I come across on my computer and even web pages opens my RingCentral softphone app but I noticed within ServiceNow, it does not. Would like to know how to setup click to dial within our instances. 

[Tanushree Maiti]

Hi @marodriguez 

You can check 

1. ServiceNow – Setting up Computer Telephony Integration (CTI) 

  https://www.servicenow.com/community/service-management-forum/cti-with-new-call/m-p/421310

2. Zoom Contact Center : check Key features

• Inbound Call and Outbound Call: Supports both inbound and outbound calling. 

• Screen Pop: Identifies the caller via phone number matches and displays a screen pop with relevant User (ITSM)/consumer (CSM)/ contact (CSM) information within ServiceNow for both inbound and outbound calls. An ‘Interaction’ record gets automatically generated and screen popped for the agent.

• Click-to-dial: Supports click-to-dial functionality that allows agents to dial out by clicking any phone number within ServiceNow and thereby eliminating the need for manual dialing.

• Notes & Disposition Code: Agents can take notes during and after the call within the softphone. It also allows agents to capture call disposition/outcomes.

• Automatic Call Logging: Automatically captures and stores all call-related information in addition to notes and disposition inside ServiceNow (PhoneLog) without the need for manual entry.

• Advanced Call controls: Supports advanced call handling functionalities such as call transfer, call hold, auto call recordings, etc.

• Supported in Customer service management, IT Service management and HR service delivery

• Omnichannel support is available such as Voice, Video, Messaging