CTI Integrations - Avaya

[anuguajayreddy]

Hello Community

We are looking for a CIT Integration solution from last 3 months, so far have not found any good documentation or support and no updated from Servicenow too

Could anyone please guide me on some documentation and Integrations process followed with the Avaya phone integration (CTI), do you have some screen shots and documents

1. How user will call from Phone, will this be mobile or desk phone

2. How the user will be identified, does the call first reach the software installed on the agent Avaya software???

3. How the parameters are passed to Service-now form the software, is this using the WSDL or REST Service??

4. How agent will see the popup, will this be on screen in Servicenow or an Avaya popup?

5. Once he accepts the call how the related data populated.

You post gave me some hope on using the OOB link, but complete information is missing, it will be great if you can provide your valuable updates so that my organisations can get some benefits.

[roderick]

Hi Ajay.

Let me see if I can help provide you with more detail or point you in the right direction. We have done several integration with IP telephony and the use cases differ from customer to customer. But let me see if I can assist.

1. A user should be able to use either mobile or their desk phone. The question is, how will Avaya identify the user from a IVR/ACD perspective? Will you require them to enter an Employee ID? or are we required to use their phone number to help pre-identify them up-front? If we are required to use their phone number, then this will depend whether or not your Avaya system have Caller ID enabled, including the mobile phones themselves by default. So it's understanding what will be required to identify the user the moment they call in.

NOTE: Also, if this is for an HR Shared Service Desk, they could also potentially receive calls outside of the organisation. How will this be handled?

2. This is similar to my point above. This comes down to how you guys have setup Avaya and your IVR/ACD.

3. There are two ways of typically doing such integration between your IVR/ACD.

Option A: You could just leverage cti.do, but from an OOTB perspective, this is for an IT Service Desk. I would create an HR version of the cti.do and configure it to specifically show relevant HR data that your HR Service Desk will want to see.

Option B: We have done these before where we did use REST. The reason behind this is that certain IVR/ACD implementations, the desk actually wants to keep using the UI/software from the IP Telephone system. Hence, REST was used to allow data to be passed between both the systems.

4. Again, this will come down to your answer to 1 and 2. If you use an HR version of the cti.do then the screen will pop-up via your web browser. Otherwise, if you use REST, then this assumes that the agents will utilise the IVR/ACD UI.

5. This again will depend on your answer for 1 and 2. But, for cti.do, if you decide to pass their Employee ID or Phone Number, then it should be able to pull up their details assuming they exist in ServiceNow from a reference data perspective.

Hope this helps.

But unfortunately, I have given you more questions than answer.

Regards.

Rod

[Ravi Prakash Ro]

Hi Rod,

I have similar kind of queries, Could you please help on the below queries:-

(1) We have to establish CTI for IT Service Desk(who works on incident management).

(2) How can we integrate Avaya with ServiceNow?

(3) Once IT service Desk agent gets call from the user, SNOW validates the calling number with the contact numbers available in ServiceNow user table and create incident records. Is it possible anyway?

Could you please provide some guidance on How to achieve the above requirements?

Thanks in Advance!

Best Regards,

Ravi Roy

[RahulMishra01]

Hi  Ramamoorthy Shanmugam,

How about trying out a third-party connector? If you explore a bit, you’ll easily find many CTI connector options committing to offer a seamless connectivity between ServiceNow and Avaya. There are also some advanced CTI tools that offer additional integrations, further helping you in improving efficiency and streamlining service operations. 

Check out this CTI connector: https://www.novelvox.com/integrations/servicenow-avaya-cti-connector/

Hope this helps!!