Avaya Aura AES with ServiceNow Web Phone Configuration Guide

Making and receiving calls from ServiceNow pages with Avaya CM, Session Manager and Avaya AES helps enterprise users and contact center agents to work seamlessly and handle calls efficiently. Here are the benefits, features and configuration steps for this solution; for more information click here.

Why ServiceNow Integration with Avaya CM and Avaya AES

• Full Data Privacy: You can handle calls without going through a shared cloud service; the whole solution is hosted on your network or your private cloud.
• Zero Installation On User PCs: Enterprise Telephony users and Avaya contact center agents can login, make and receive calls without any installation needed on the agent PC.
• Faster Integration with Outsource Agencies and BPOs: Your outsource partners can start handling your customers and calls without any comprehensive IT integration required.
• No VPN Required: Comstice Web Phone is a WebRTC Phone until it reaches into your network. It is fully encrypted in the signaling and audio.

Various Comstice Webphone skins available for your business requirements

Draft Project Plan

Use Cases of ServiceNow Integration with Avaya AES

Many businesses are looking for the options to run everything inside their CRM solutions to have full visibility of the operations. Here are some features of using Comstice Webphone inside ServiceNow pages;

• Full Avaya CMS Reporting: These agents are legitimate call center agents so that their state and call activities will be reported just like the other agents.
• Screen-Pop for Incoming Calls: Incoming call's calling number can be searched, existing incident or the contact details of the caller can be automatically displayed in the agent's ServiceNow screen.
• Call Logs: Inbound and outbound call logs are listed for the user to call back the other party quickly.
• Agent Dashboard: Comstice also offers Agent Dashboard to call center agents to see the real-time activity, shift schedule, daily performance and the states of the team members.

Use Cases of ServiceNow Integration with Avaya CM and Session Manager

Your users do not need to be call center agents. Comstice Webphone can directly register into Avaya Session Manager as a third-party SIP Phone to make and receive calls from ServiceNow pages;

• Click to Dial: Click on the phone icons of each contact to make calls directly.
• Screen-Pop for Incoming Calls: Incoming call's calling number can be searched, existing incident or the contact details of the caller can be automatically displayed in the agent's ServiceNow screen.
• Call Logs: Inbound and outbound call logs are listed for the user to call back the other party quickly.

Audio Recording

Comstice Webphone integrates with Calabrio, Verint recording and any other platform that support SIPREC. Comstice also offers audio recording solution that can be bundled into the solution as well.

Configuration Steps: ServiceNow

ServiceNow has an existing framework called OpenFrame which makes Comstice Webphone to be integrated easily;

• OpenFrame Configuration: Go to OpenFrame > Configuration and create a new OpenFrame CTI configuration.
• Add Settings and Permissions:You can assign this feature to certain profiles or deselect all the options to permit webphone access to any user.
• Comstice Webphone URL:Comstice Webphone URL will be the URL that is pointed to the Comstice Webphone running on your network. Click here to request a weblink for a demo webphone and test scenario.
• Phone Icon:Once you configure this profile and Shift+Refresh your screen, you should see the phone icon on the top right corner of the ServiceNow screen.

Configuration Steps: Avaya Session Manager and AES

• Configure Avaya Session Manager:Configure Comstice Webphone as a SIP Phone on the Session Manager and assign it to an agent.
• Configure Avaya AES Server:Make sure that each agent has basic TSAPI license. TSAPI license can be reused if it already exists for audio recording.

Conclusion