CTI With New Call

[petterbj_rgmo]

Hello everybody!

The customer I am working has decided to do a CTI integration. They wish to do this in collaboration with the "Service Desk Call" plugin.
When a customer picks up the phone and calls their IT support, they want a window with New Call to popup and populate some of the record by using the phone number on the sys_user record. I am not quite sure how to make this happen.

If i use the url: instance.service-now.com/cti.do?sysparm_caller_name=Fred%20Luddy it works just fine.

I need to figure out how to make a URL that goes something like this: instance.service-now.com/new_call.do?sysparm_caller_phone=<input from CTI system>

The url above does not work, it opens a New Call record, but does not populate any fields.

The url needs to open new call and populate Caller from phone number that is on the sys_user record.

Anyone done something similar?

[Neeraj Gupta1]

Hi Petter,

This is the url that need to be worked upon - https://myinstance.servicenow.com/cti.do?sysparm_cti_rule=<functionName_cti&sysunctparam_caller_phone<phone_number> . You need to get <phone_number> value from the url and format according the format of phone number stored in Service Now. After formatting, you can do a glide query against the phone number on user table to find the user and point to new record url. All this need to be done in a global business rule (function - functionName_cti).

[petterbj_rgmo]

Hm, okei, I still have a few questions.

You refer to sysparm_cti_rule=<Function_name>. So I need to create a function in a global business rule that gets the sys_id?
Can u please explain further

[petterbj_rgmo]

Or maybe I can use a URL in combination of using GlideSystem to get the userID from phone number?

Like this: <instance>.service-now.com/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=caller_id=javascript:gs.getUserID()

Maybe it is possible to change the last bit to get the user using his/her phone number?

[Neeraj Gupta1]

That is correct, sysparm_cti_rule=<function_name> is the name of the global business rule that should be invoked for CTI processing rather than using the default behavior. I am sure you must have gone though this wiki article - Computer Telephony Integration - ServiceNow Wiki . Please see the below. You may also need to consider following scenarios which I have skipped:

1. What happens when you have more than 1 user profile with same phone number

2. The priority order of search : Mobile , Home and Office

3. If someone calls from an anonymous or private number

4. What if incoming phone number format is different to the format in Service Now

Let me if this helps !