ACTIVE_Service Now CTI Toolbar

SAP
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.

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

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 and Chat

Chat channels: Handle chat channels with Expertflow's Hybrid Chat Engine

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
RAM4 GB4 GB
Hard Disk10 GB20 GB

Software Requirements

Operating SystemWindows Server 2012 R2 64-bit or above