Starfish Click-to-Communicate For ServiceNow

Transcription

1 Multi-Vendor CTI Integration for ServiceNow Integrating multi-vendor CTI with ServiceNow enables seamless integration of telephony operations with existing business processes. users, this means detailed caller information is instantly available and time-consuming steps are eliminated in order to efficiently handle inbound and outbound calls. Solution Overview Starfish Click-to-Communicate (C2C) for ServiceNow tightly integrates multi-vendor CTI (Computer Telephony Integration) to ServiceNow. The C2C Solution supports enterprise telephony platforms including Avaya Communication Manager (CM) and Cisco Unified Communications Manager (CUCM) platforms that provides a feature rich set of CTI functionality seamlessly in ServiceNow. The C2C Solution leverages Starfish Directory Solution to consolidate and make available telephony end user information from CM, CUCM and Active Directory (AD) in order to maintain an authoritative user profile directory. C2C Features Starfish C2C Solution provides the following capabilities for ServiceNow users: Initiate outbound calls and answer inbound calls from ServiceNow Screen pop contact information on incoming calls and navigate to the appropriate page based on contact information Log inbound and outbound calls Users can easily place calls to contacts by clicking a telephone icon on the ServiceNow form. When a call is received, a click-to-communicate window is displayed identifying the caller. The user can then answer the call or view the contact record of the caller. The C2C client enables telephony operations such as: Make Call Drop Call Answer Call Hold Call Resume Call Transfer Conference Multi-Call Handling Copyright 2015 Starfish Associates, LLC. All Rights Reserved.

2 Handling Inbound Calls When a user s phone receives an incoming call a dialog box pops. Based on the incoming phone number, a ServiceNow contact name will be identified (if there is a matching number in the ServiceNow contact database). If there is no match, just the phone number will be displayed. From this dialog box, the user can answer the call by selecting the Answer button or navigate to a corresponding ServiceNow page by selecting the GoTo button (only available if the contact has been identified). The screen shot below shows the corresponding page navigated to a specific contact on the Contact Page. Sample screen shot for Avaya

3 Sample screen shot for Cisco Call Tagging The Call Tag button instructs the application to tag the call on the page the button was pressed either Case, Contact or Account page. When the call is completed, it will be logged to that page. Tag to Case

4 Tagged to Contact As a result of call tagging, the history of all call activity (after completing call) is logged.

5 Initiating Outbound Calls Calls can be initiated from a phone button in the ServiceNow case or contact pages. The call will be logged to the ServiceNow case or contact page the call was initiated from. Sample screen shot for Avaya Sample screen shot for Cisco

6 Conference Calls The C2C client enables the user to conference in other parties to the call. Sample screen shot for Avaya Sample screen shot for Cisco

7 Solution Benefits Enables seamless integration of telephony operations with ServiceNow workflow processes. Enhances customer service by identifying callers which eliminates time consuming steps. Increases call handling efficiencies. Logs call detail activities to ServiceNow Cases, Contacts and Accounts. Maintains call history in ServiceNow. Supported Platforms & Applications Unified Communications Avaya: Cisco Communication Manager Unified Communications Manager