question VOIP Class in CMDB? in ServiceNow AI Platform forum

VOIP Class in CMDB?

John gmail — Thu, 14 Feb 2019 20:36:57 GMT

Looking for best practice or suggestion on what class to use in the CMDB for VOIP CI.

We want to start to store the VOIP devices in the CMDB, but not sure of what would be the best class. I could see were this could fall in the network gear class or possible a new subclass under network gear.

Thanks

Re: VOIP Class in CMDB?

Jeff Currier — Thu, 14 Feb 2019 20:52:23 GMT

I believe this is typically Communication device

Communication Device

Wireless Controller
Phone-VoIP
Phone-Other

Re: VOIP Class in CMDB?

AhmedK — Fri, 24 Apr 2020 17:33:59 GMT

This is a good answer for end user devices, but what about things like a PBXes, SBCs, and other service-provider level VoIP hardware?

We created a "Voice Device" class under Hardware. Voice (instead of VoIP), because we also have a TDM network. I'm not sure this is wholly appropriate though. I stumbled across this question because I was looking for better ideas.

Re: VOIP Class in CMDB?

Sumit Maheshwar — Wed, 05 Aug 2020 10:13:41 GMT

Have u got solution, I am also looking for best CMDB class in CMDB for PBX, SBC and SIP. Kindly suggest best solution to manage this in CMDB.

Re: VOIP Class in CMDB?

AhmedK — Wed, 05 Aug 2020 19:00:54 GMT

If I were to go back and modify it, I think I'd have any VoIP Hardware under Network Gear. TDM gear should have its own class under Hardware. Any "components" like SIP Trunk Groups need to be in a high-level class organizer similar to Network Infrastructure Item (dscy_net_base) which directly extends cmdb_ci.

Re: VOIP Class in CMDB?

Antoine Bonhom2 — Tue, 29 Nov 2022 13:53:58 GMT

With CMDB Telecom Category plugin, an additional class is introduced : Private Branch Exchange (cmdb_ci_pbx_voice).
Others classes are also inserted for Telecom CI's classification.

Re: VOIP Class in CMDB?

stevemarkovick — Wed, 21 May 2025 06:46:59 GMT

When we started mapping VoIP infrastructure in CMDB, we debated between using “Communication Device” or creating a custom subclass. Ultimately, clarity and downstream integrations won out. Tools like Phonexa helped validate and trace device data, which made structuring the class hierarchy more manageable. A unified model across VoIP and TDM really paid off in operations.