Service Now CTI Toolbar

Integration between Cisco Contact Center and ServiceNow

The embedded CTI (Computer Telephony Integration) Connector provides call and agent state controls within Service Now, eliminating the need for agents to switch between applications. This third-party CTI link happens at the server level between Service Now and Finesse Server, so no component needs to be installed/ configured on the agent's side. What sets the Expertflow solution apart from other CRM connectors is that we also provide controls for chat and digital channels. Secondly, agents can receive phone calls directly through a WebRTC webphone embedded in your CRM, without requiring a physically installed softphone or hardphone.

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE), Genesys

Customer information screen-pop

Any information in UCCE such as ANI, DNIS, and ECC variables can be used to pop up a customer profile. The example to the right shows this toolbar within ServiceNow

1. Screen pop with incoming call.

2. Show multiple customers mapping a callerID or variable set from ICM.

3. Show customer details information if callerID or variable.

CTI Call controls

Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. The agent can perform the following actions,

  • Accept an incoming call
  • Hold/Resume/Release call
  • Consultative or blind call transfer
  • Conference call.
  • Call wrap-up

* blind transfer in case of CCX only supported in 11.6 or higher.

Agent State Controls

The CTI toolbar within ServiceNow also allows the agents to manage their states. The following state controls are supported,

  • Login
  • Logout
  • Logout with reason code
  • Ready, Not Ready, Not Ready with reason code

Email & Chat/ Supervisor Features

Handle non-voice channels (chat, email, etc.) from within the CRM interface via CTI Toolbar by leveraging Expertflow Hybrid Chat.

The CTI connector has a suite of features designed specifically for supervisors.

Ports 61616, 8161, 5222, 5223, 7071, 7443, 8080, 80, 443, 8443, 123, 53 need to be open between the agent session and the Generic connector server.

Hardware Requirements

Upto 50 agents51-400 agents
Server Cores2 Cores4 Cores
Hard Disk10 GB20 GB

Software Requirements

Operating SystemWindows Server 2019 R2 64-bit or above