I just completed my computer telephony integration demonstration video. As you watch this video you will learn what is available with the ServiceNow CTI out of the box integration. Furthermore, you will gain a better understanding of what your computer telephony product will need to be able to do in order to leverage this integration.

During the course of the demo I am use an application that I created specifically for showing the various features of the CTI integration. This program is not really a computer telephony program, but it tries to mimic a potential interface. You can also play with this program on your own by clicking on the link below:

Since ServiceNow is a web-based application, a third-party computer telephony program will need to be able to have the capability of launching a web browser, or opening an embedded web browser control and direct that browser window to a dynamic URL. The third-party telephony program should be able to take values from a current call and stuff them in the URL that will be used to open the ServiceNow browser window.

ctiToolIBuilt

In the demo I cover a number of sample scenarios that could be covered by your third party telephony program. You will see how those parameters translate into record presentations within ServiceNow.

Enjoy the video: ServiceNow Computer Telephony Integration demo