Cisco CUCM Cisco Finesse with ServiceNow Web Phone Configuration Guide

Making and receiving calls from ServiceNow pages with Cisco Callmanager / CUCM and Cisco Finesse 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 Cisco CUCM and Cisco Finesse

• 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 Cisco UCCX, UCCE, PCCE Finesse 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.

Draft Project Plan

Use Cases of ServiceNow Integration with Cisco Finesse

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

Various Comstice Webphone skins available based on your business requirements

• Full CUIC 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 Cisco CUCM for Enterprise Users

Your users do not need to be call center agents. Comstice Webphone can directly register into Cisco CUCM 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

Audio recording will be different for web phones; instead of Cisco CUCM built-in bridge, SIPREC protocol will be used. 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: Cisco CUCM

• CUCM Third-Party Devices (Advanced): Create Cisco CUCM SIP Devices (Advanced) for Comstice WebRTC Phones.
• Create CUCM CTI Remote Device: You need to create Cisco CUCM Device > CTI Remote Device and add these devices into rmcm user. More information can be found here
• Disable Persistent Connection: Cisco UCCX by default automatically tries to create a persistent connection similar to UCCE Nailed-Up connection. Please disable that option from UCCX Admin > System > System Settings
• Add Route Pattern for WebRTC Phones: WebRTC Phones will be remote destinations on the Cisco CTI Remote Devices. Route pattern will be created to send remote destinations into Comstice SIP Proxy SIP Trunk.

Configuration Steps: Cisco UCCX

For Cisco UCCX to be able to handle agents with third-party devices, Cisco CUCM CTI Remote Device must be created for the agent devices.

• CUCM SIP Trunk with Comstice SIP Proxy: WebRTC Phones will be remote destinations on the Cisco CTI Remote Devices. Comstice SIP Proxy SIP Trunk will be used to make and receive calls using Web Phone with Cisco CUCM.
• Create CUCM CTI Remote Device: You need to create Cisco CUCM Device > CTI Remote Device and add these devices into rmcm user. More information can be found here
• Disable Persistent Connection: Cisco UCCX by default automatically tries to create a persistent connection similar to UCCE Nailed-Up connection. Please disable that option from UCCX Admin > System > System Settings
• Add Route Pattern for WebRTC Phones: WebRTC Phones will be remote destinations on the Cisco CTI Remote Devices. Route pattern will be created to send remote destinations into Comstice SIP Proxy SIP Trunk.

Configuration Steps: Cisco UCCE / PCCE

Comstice Web Phone session will look like a SIP Phone registered to Comstice SIP Proxy on your network. Therefore, Cisco UCCE Mobile Agent features will be used;

• CUCM SIP Trunk with Comstice SIP Proxy: Comstice SIP Proxy SIP Trunk will be used to make and receive calls using Web Phone with Cisco CUCM RCP Phones.
• Create LCP and RCP Ports on Cisco CUCM: You need to create Cisco CUCM Device > CTI Port and LCP and RCP ports. More information can be found here
• Assign LCP RCP ports to pguser at Cisco CUCM: There should be an application user to control agent devices by Cisco UCCE PGs. It is often called "pguser". Please add those LCP and RCP Ports into that user.
• Enable Mobile Agent option on CCE Agent Phone Settings: Select the mobile agent checkbox on the Agent Desk Settings of UCCE and PCCE.

Conclusion