Solution Architecture

Introduction

This document describes the architecture diagram and solution components of CTI connector and how it is embedded into the ServiceNow solution.

Intended Audience

The document is intended for developers with knowledge of Cisco Finesse and ServiceNow .

Communication Flow Diagram

The communication flow between ServiceNow, the components of CTI connector and Expertflow CX is given as follows:

1. Customer Call/Chat reaches Expertflow CX via any media channel like Finesse, WhatsApp etc

2. Expertflow CX route the call/chat to the best available agent. 

3. EF ServiceNow Connector, receive the notification from Expertflow CX that the call/chat is coming. 

4. Connector will do the screen pop in ServiceNow based on customer number by integrating ServiceNow APIs

5. Once the agent accepts the call, EF ServiceNow Connector connects the call/chat with the customer by using Expertflow CX APIs 

6. Once the Call ends, EF ServiceNow Connector will create the task in the ServiceNow by integrating ServiceNow APIs.