Business Features

Integration between Cisco Contact Center and ServiceNow Web CTI Connector 

This embedded Web CTI Connector runs inside the ServiceNow CRM Web UI  and enables agent/call controls within ServiceNow allowing agents to use the same CRM agent interface for all call handling and transfer. The Web CTI Connector has the following feature set

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. Using the communication toolbar, the agent can perform the following actions,

• Accept an incoming call
• Hold/Resume/End call
• Consultative or blind call transfer to extensions
• Conference call
• Call wrap-up

* blind transfer in case of CCX only supported in 11.6 or higher.

Agent State Controls

The embedded CTI toolbar within ServiceNow CRM  allows agents to manage their states. The following state controls are supported,

• Login - The Agent needs to login manually to Cisco by providing agentID, password and Extension 

  

  INFO

  For login Agents needs to use agent-Id, Agent won't be able to log in with a username

  

• Logout - The agent will need to explicitly logout from the CTI toolbar by providing the Logout Reason Code 
• Ready / Not Ready - The agent may change the availability status to “Ready” to receive contact center calls or may change it to any of the “Not Ready” states for a break.

INFO

It is mandatory to have at least 1 custom reason code for Not Ready and 1 custom reasons code for Logout

Caller Information Popup on Call Arrival (ScreenPop)

The caller information is displayed on the ServiceNow CRM Web Page as soon as the call arrives. If multiple contacts match the connector shows all those contacts for you to choose from. 

Search by Multiple fields

The customer’s ANI is searched against multiple Phone fields which can be configured on the CRM side against the respective (Leads, Accounts, Contacts) entity. 

Search in Leads, Accounts, and Contacts

An incoming call phone number is searched in Leads, Accounts, and contacts. First, second and third priorities can be set. For example, if the priority is Leads → Accounts → Contacts, It first searches into the ‘Leads’ entity and the resulting record is popped up. If the customer record does not match into ‘Leads’ then it searches into the ‘Accounts’ entity and then finally into contacts, if no record is matched in the account.

No ANI Match

In the case, the customer record is not available in either of the leads, accounts and contacts table, the "New Leads" page should be popped up in front of an agent (configurable). The phone call activity is not logged in this case.

Multiple matches

In the case of multiple matches, a list of all the matched records of the respective entity is shown in the drop-down list in alphabetical order. The first record in the list will automatically pop up, however, the agent can also manually select the customer record from the dropdown list and that customer profile will popup.

Note

In the case of a Consult call, On Agent B, System will do the screen pop based on customer ANI. 

Phone Call Activity / Call Wrap-up

A phone call activity is automatically created and linked to the matched caller account in ServiceNow CRM. Any call notes that you write while handling the call are also saved along with the phone call activity and the selected wrap-up code is applied in Cisco Finesse. You can track the call handling status via native CRM reports as well as via the Cisco call wrap-up report.

Click to Call

Click to call a contact from a contact’s phone number or via entering the number directly in the CTI panel’s dial-pad.

Call attached data

Call-attached data or call variables are passed on to a CTI Toolbar from Cisco via Expertflow Connector and are displayed to the contact center agent.

INFO

If the user refreshes the browser at any time while login on to CTI Connector, Once the browser, comes back after refresh it will reconnect and resume the current state of the call. 

Outbound Campaign 

All Cisco Campaigns are supported 

• Predictive 
• Progressive
• Preview 

Supervisor Features 

ServiceNow CRM deals with Supervisor Features like Team Performance and Queue Stats as well. 

Team Performance 

In the Team Performance gadget, you can view the details of the team that is selected by default in the Team Name drop-down.

A list of agents for the selected team, their current state, time in the state, and extension appears. You can click the headers of the columns to sort by Agent Name, State, Time in State, or Extension.  You can also search the agent via the search box. 

Change State of Agent

You can use the Team Performance gadget to force an agent into a Ready, Not ready (supervisor initiated) state &  to sign out an agent.

Procedure

Step 1	In the Team Performance gadget, select the agent whose state you want to change.
Step 2	If you want to sign the agent out, click Sign Out. If you want to force the agent into a Ready state, click Ready. Example: The Sign Out and Ready buttons are active only if the action is allowed. For example, if you select an agent who is in the Ready state, only the Sign Out button is active. If you select an agent who is in the Not Ready state, both buttons are active. If you sign out an agent who is on a call (in the Talking state), that agent is signed out when the call ends.
Step 3	To force the agent into a Ready state, click Ready. To force the agent into the Not Ready state, click Not Ready. To sign the agent out, click Sign Out. In the select state dropdown, the Ready or Not Ready and Sign Out options are active only if the action is allowed. For example, if you select an agent who is in the Ready state, you will see only the Not Ready and Sign Out options will be active, and the Ready Option will be greyed out. If you select an agent who is in the Not Ready state, you will see only the Ready and Sign Out options active, the Not Ready option would be greyed out.  If you sign out an agent who is reserved for a call (in Reserved or Reserved (Outbound) state), on an active call (in Talking state), or has a call on hold (in Hold state), that agent is immediately logged out of the desktop but the call is retained.

Monitor a Call

The supervisor must be in a Not Ready state to monitor an agent. You can only monitor one agent at a time. To monitor another agent, you must end the silent monitoring call and then select a new agent.

Procedure

Step 1	From the Team Performance drop-down list, choose the team whose agents you want to monitor.
Step 2	Select the agent that you want to monitor. The Start Monitoring button is enabled.
Step 3	Click Start Monitoring. The Start Monitoring button changes to Monitoring Agent. The silent monitor call appears in the call control area of the desktop. The Hold, Barge In, and End buttons are enabled. You can click Hold to place the call on hold and then click Retrieve to retrieve it. You can click Barge In to barge into the call.
Step 4	To end the silent monitor call, click End.

Barge In on a Call

The Barge In feature allows you to join a call between an agent and a caller.

Note	You can only barge in on a call that you are silently monitoring.

Procedure

Step 1	From the Team Performance list, select an agent who is in a Talking state to monitor.
Step 2	Click Start Monitoring. The Start Monitoring button changes to Monitoring Agent. The silent monitor call appears in the call control area of your desktop. The Barge In button appears (With + Sign)
Step 3	Click Barge In The call becomes a conference call between you, the agent, and the caller.

Intercept a Call

After you barge into a call between an agent and a caller, you can intercept the call by dropping the agent from the call. You can also use this feature to drop a participant from any conference call in which you are a participant.

Procedure

Step 1	Click the Drop drop-down list.
Step 2	Click the agent who you want to drop from the list of participants. Note  You can only drop an agent from the call. You cannot drop a CTI Route Point, IVR Port, or a caller. The selected agent is dropped from the call.

Queue Stats 

The Queue Statistics gadget displays a list of the queues for which you are responsible. You can click the column headers to sort the information in ascending or descending order.

The Queue Statistics gadget provides the following columns:

• Queue Name: The name of the queue

• # Calls: The number of calls waiting in the queue

• Max Time: The length of time the oldest call has been in the queue

• Ready: The number of agents assigned to the queue who are in the Ready state

• Not Ready: The number of agents assigned to the queue who are in the Not Ready state

• Active

  • In: The number of agents assigned to the queue who are on inbound calls

  • Out: The number of agents assigned to the queue who are on outbound calls

  • Other: The number of agents assigned to the queue who are on internal consult calls

• Wrap Up

  • Ready (Pending): The number of agents assigned to the queue who will transition to the Ready state when wrap-up ends.

  • Not Ready (Pending): The number of agents assigned to the queue who will transition to the Not Ready state when wrap-up ends.

The following notes provide additional information about how the Queue Statistics gadget collects and displays statistics:

• Finesse does not compute the queue statistics but instead receives the queue statistics from Unified CCE.

• Finesse does not display the queue statistics for the default queue (default skill group on Unified CCE).

• The Active Out statistic includes agents talking on outbound calls placed by those agents. It also includes non-routed calls placed to external devices that are not monitored by Unified CM and to devices in a different Unified CM cluster. It does not include agents on Outbound Option calls.

• If an agent places a direct call to another agent's extension, Unified CCE increments the Active Out statistic for the default queue (skill group). However, because Finesse does not display the queue statistics for the default queue, the Active Out statistics do not change for any of the Finesse queues to which the agent is assigned.

Roadmap

The following features are not yet available but are in the product roadmap