CTI Integration Not Working in Kingston Upgrade

[Ishan Bajaj]

Hello All,

We have upgraded our Helsinki instance to Kingston. Now, OOTB CTI integration is not working properly, have checked and found some changes have been done from Istanbul release. Due to these changes, current URL is pointing to Incident form not on New Call form.

In Helsinki instance we were using only 1 OOTB Script Include and then providing CTI.do in the url, it was working. But from the current documents it seems we need to use BR as well and that BR is InActive.

Could anyone please suggest the correct way, how we can fix this issue.

Regards,
Ishan

[Goran WitchDoc]

Hi Ishan,

I would read this KB article about it. It will give you a good pointer on how to do it. I actually did this quite recently, so if there is any specific, just ask and I'll see if I can answer them.

KB: https://hi.service-now.com/kb_view.do?sysparm_article=KB0620953

//Göran

[Ishan Bajaj]

Thank you Goran for your quick response.

I had already read this article but couldn't find helpful. Actually I am stuck with the next steps like we are not using 'sysparm_cti_rule' in our existing script include and in our Helsinki instance only that script include is using without Business Rule and its working.

So, I want to know whether I have to use BR for kingston or not, if yes what about script include. Should I copy my full code to BR.

Its totally customized here and I am new to it.

In Helsinki env we are using this URL only - https://<instancename>.service-now.com/cti.do?sysparm_caller_id=<CallerId>......and other parameters define i.e. phone number and caller status

This URL is working on the basis of Script Include and BR is InActive.

Please check and suggest accordingly.

Regards,

Ishan

[Ishan Bajaj]

++ Also getting access while hitting URL "Illegal access in Sandbox to public script include function cti"

[Goran WitchDoc]

That is handled in the KB article as well. you need to use a specific script include (CTIEvaluator) to run other script includes,