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?

[petterbj_rgmo]

I actually did exactly the same thing, and made it work

Was going to post it at the end of the day. Thank you so much!!

[Inactive_Use603]

I tried to configure this, but not working..... what did I miss?

https://instance.service-now.com/cti.do?sysparm_cti_rule=metcti

[petterbj_rgmo]

Hi Oscar!

What are you trying to achieve with that custom CTI rule? Do you want a New Call window to pop up, or maybe an incident form? Your function looks incomplete, so first I need to know what you are trying to achieve before I can help you

[Max65]

Hi Petterbjørgmo,

I am currently working on a CTI with ServiceNow. I am having a similar issue. I would like to be able to search users based on other fields than what is available through the current CTI api. I see that the best way to achieve this is to build out a custom script and call it with sysparm_cti_rule. I have reached a roadblock because I do not know a few things.

- Where do I create these scripts?

- How do I ensure they are client callable?

- What is the exact process and syntax of calling them?

- How are parameters passed to the scripts?

If you could give me a detailed example I would greatly appreciate it. Thanks so much!

[ankit_gupta1]

Hello Neeraj,

Can you please tell me how the url auto pop up the user profile or how can we auto trigger/popup?

Thanks in advance.

Ankit Gupta