Several questions on how CTI (Computer telephony integration) works

[Louis Savalli]

I'm confused as to what ServiceNow offers with regards to CTI.  I have several questions on it:

• What is the difference between Voice/Cloud Call Center (https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/cloud-call-center/concept/cloud-call-center-overview.html) and "Setting up phones in workspace" (https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/workspace/concept/using-phones-and-chat.html)?
• What functionality of any CTI integration come out of box, needing only configuration, and what functionality requires code/customization?
• How many different phone systems can ServiceNow take incoming calls from, and does it matter if they're on-premise or off-site phone systems?
• How do CTI integrations behave in a domain-separated instance - can different domains have one or more phone systems, with no risk of incoming calls going to users in the wrong domain?

[GSeynhaeve · Accepted solution]

Hi @Louis Savalli , 

Some quick responses to your questions in blue below but happy to connect offline to assist. 

• What is the difference between Voice/Cloud Call Center (https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/cloud-call-center/concept/cloud-call-center-overview.html) and "Setting up phones in workspace" (https://docs.servicenow.com/bundle/rome-servicenow- The first deals specifically with how to leverage SN Cloud Call Center to integrate/connect a 3rd party telephony solution with SN.  A popular one is 3CLogic. SN does not have a native call center solution.  platform/page/administer/workspace/concept/using-phones-and-chat.html)?  This simply covers how to enable a click to call action button in Agent Workspace after you have connected your selected call center solution. 
• What functionality of any CTI integration come out of box, needing only configuration, and what functionality requires code/customization? This will depend on the call center solution you select.  I would pay close attention to if its a SN certified offering as listed on the SN Store. 
• How many different phone systems can ServiceNow take incoming calls from, and does it matter if they're on-premise or off-site phone systems? If I am not mistaken, that can be configured in the SN OpenFrame Config but only one solution/CTI can be active at any given time for an agent. 
• How do CTI integrations behave in a domain-separated instance - can different domains have one or more phone systems, with no risk of incoming calls going to users in the wrong domain? I can only speak for 3CLogic which DOES work with domain separated environments of ServiceNow. 

Feel free to contact us at servicenow@3clogic.com if you would be interested in discussing your needs in more detail.