CTI Integration (Computer Telephony Integration):

This integration enables the Customer Service application to support inbound and
outbound telephone calls.

About this task

Customer service agents can do the following with CTI:

● Make an outgoing call to a phone number.
● Receive an incoming call from a phone number or from another user within the
system.
● Transfer a call to another user within the system.
● Place a call on mute.
● Set their availability status.

Step1:

Plugins:

1. Notify (com.snc.notify)
2. Openframe (com.sn_openframe)
3. CTI SoftPhone (com.snc.cti)

Notify: Notify provides support for SMS and voice channels on the ServiceNow platform
for communicating internally with team members and externally with customers and
contractors.

OpenFrame: An interface to integrate external communication systems with

ServiceNow.

CTI SoftPhone: Enables Twilio integration using Notify and OpenFrame to provide
softphone functions and call center capabilities.
Step 2; Signup/Register for Twilio

URL: https://www.twilio.com/

a. Click on Login
b. Click on Signup. You can see the below page. Fill in the necessary details.
(Password should contain 16 characters long).

c. Click on Start Your Free Trial.

d. You will receive an email to your Gmail account. Verify your email.
e. Login to your Twilio account with the credentials(Gmail, Password).
f. Setup the 3 steps.
g. Select India and enter your mobile number. Verify the OTP received to the
Mobile.
h. Fill the basic questions in the next step.
i. You will land into the Console Twilio Page. You can see in the below screenshot.
j. Click on the Get a Twilio Phone Number.
Demo:

1. Login to PDI (ServiceNow Developer Instance)

2. Install the Required/above mentioned plugins
3. In Filter Navigator type “Twilio Direct Configuration”. Open it in a new Tab. You
can see the screenshot below.

4. Change the Application scope as per recommended on the screen.

5. You can see the Account SID field is empty and It is showing “Not connected to
Twilio” in the info message.
6. Copy the SID and Auth Token from the Twilio. You can refer to the screenshot
below.

7. Paste the SID and Token in the ServiceNow and “Save” the record.
8. You can see automatically it adds the phone number which you have in the Twili
account.

9. Click on “Connect” UI Action.

10. You can see a message “Connected to Twilio”.
11. In Filter Navigator type “Openframe”. Under that open “Configurations”. You can
see the screenshot below.

12. Open “CTI” Record which is shown in the above screenshot.

13. Make it “Active” and add the user groups for which you can provide the access to
the CTI.

14. Save the record.

15. Go to the List view and bring the default field on the List Layout and make ‘True”.
16. In Filter Navigator type “Nofity”. Under that open “Numbers”. You can see
theTwilio Number which is generated for your account.
17. Open the record and add the “Notify group” as “On Call Group”.
18. Open the On Call Group record from the same page or Under notify you can also
click on “Number Groups” add the “Incoming call workflow”.

19. Save the record.

20. Refresh the Page on top banner beside the user profile you can see the Phone
Icon.

21. If you are unable to see, add the groups to the admin which you are selected in
the “Openframe”.
22. You can see it on Agent workspace also.

23. Click on that Phone icon.

CTI Workflows:

The following sample workflows show how CTI can be integrated with Interaction
Management System (IMS) and OpenFrame (OF) to support outgoing and incoming
telephone calls.

CTI integration for outgoing call

The following workflow describes the logical sequence of actions when an outgoing call
is triggered using the OpenFrame window.
Reject/Busy path:

CTI integration for incoming call

The following workflow describes the logical sequence of actions when an incoming call
is received using the OpenFrame window.
CTI integration for transferring call
The following workflow describes the logical sequence of actions when an incoming call
is transferred to an agent.
CTI Messaging:

We can do it two ways: one is from Workflow and other is from using API.

Workflow:
 1. Create a new workflow based on the conditions on the particular Table.
2. In the “Core Tab” you can see the Notify.

3. Use the SMS option and enter the necessary details.

4. Publish the workflow.
5. Create a record and test the workflow.
6. You need to follow E.164 Phone number format for the users which means (+) country
code followed by 10 digit mobile number without spaces.

API:
https://docs.servicenow.com/bundle/tokyo-api-reference/page/app-store/dev_portal/
API_reference/NotifySMS/concept/NotifySMSAPI.html