UCCX Service Now Integration

[raj.abraham]

I would like to know how to integrate Service Now with UCCX - with both CAD and Finesse.

[dekwan]

Hi,

I moved your question to the Finesse forum as this forum is better suited.

I am not familiar with Service Now, so can you explain how you would like to integrate it? Are you trying to put Service Now into Finesse or Finesse into Service Now. What type of application is Service Now? Webpage? APIs?

Do note that End of Life has been announced for CAD and if I am not mistaken, UCCX 10.6 is the last version with CAD.

Thanx,

Denise

[raj.abraham]

Service Now is a popular ticketing system. Need to do CTI integration with UCCX CAD. Trying to put Service Now on CAD. When user enters ticket #, need to send it to the App and should be able to retrieve user details - something like a CRM.

[dekwan]

So you are trying to put Service Now into the CAD and Finesse agent desktop. Am I understanding correctly?

Can you be more specific about Service Now since I'm not familiar with it? Is it a webpage? Is it a thick client? Does it have APIs?

You had said "should be able to retrieve user details". What points of integration does Service Now provide?

Why do you say "CTI integration with UCCX CAD"? And are you only integrating with CAD and not Finesse? You mentioned Finesse in your first message.

[asmvar@1234]

Hi Raj.

There are possible ways to integrate ServiceNow with UCCX which I did implemented in our org and it works  

1. You can use ServiceNow call lookup API embedded into UCCX Script. Basically you'd need make REST call via UCCX script which will fetch required values from servicenow store it in variables and  insert those values in workflow and do a ScreenPop. 
ServiceNow has great documentation on their site for APIs
https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest/contact-api#contact-GET-id

UCCX REST call 

https://developer.cisco.com/docs/contact-center-express/#!make-rest-call/make-rest-call

Valuable Community Discussion on REST call

https://community.cisco.com/t5/contact-center/ccx-get-json-document-data-parsing-error-jsonarray-cannot-be/td-p/4059554

https://community.cisco.com/t5/contact-center/uccx-rest-json-parsing-fail/td-p/3364595


2. Build Custom Widget in Finesse for ServiceNow.

3. Third Party CTI Connectors which will help CCX agents to directly log into ServiceNow and do screen pop.  

[reshu]

Hi @raj.abraham 

If you are open to try out third-party CTI connectors - consider the ServiceNow CTI connector from NovelVox. It has an intuitive CTI interface, offers compatibility with both Cisco UCCE,UCCX versions, and comes with powerful integrations & add-ons.

Use the link below to explore the exciting features that worked for us.
https://www.novelvox.com/integrations/servicenow-cisco-cti-connector/