We would like to connect our PureCloud solution to our ServiceNow instance.

To do that, we need PureCloud to create a URL out of a call and send it to ServiceNow. Within ServiceNow there is a rule set up to process the URL and make the respective action.

Does anyone have experience with a solution like this?

The URL would look like this: https://yourinstance.service-now.com/cti.do?sysparm_caller_phone=+491726341930

Thank you for your answers!

You have several options for this; you can either use the URL screenpop capabilities within an agent script, or use the URL screenpop capabilities of the PureCloud for Chrome:

https://help.mypurecloud.com/articles/advanced-lesson-create-a-screen-pop-script-and-add-it-to-a-call-flow/

https://help.mypurecloud.com/articles/screen-pop-in-purecloud-for-chrome/

Either of these approaches fulfill the requirements for a Service Now CTI integration (

A Computer Telephony Integration (CTI) is accomplished in ServiceNow simply by the external CTI client on the user machines formatting a URL to the ServiceNow instance. The URL must have the following components:

1. The base URL. For example: https://<instance name>.service-now.com/cti.do? would get to the instance and ask for CTI processing
2. Parameters identify what parts of the incident form to display.

• sysparm_caller_name=name where 'name' is the name for a user within the SNC system
• sysparm_caller_phone=phone where 'phone' is the the phone number for a user within the SNC System. Either name or phone should be provided if you want to identify the user on the call. Other parameters may be supplied to identify the user as discussed later.
• syparm_task_id=taskID where 'taskID' identifies an existing issue within the system that the caller is calling about.
• sysparm_view=view where 'view' is the name of the view within the SNC system that should be used to display the data
• sysparm_xxxx=value where 'xxxx' is the name of a field within the 'incident' record that should be populated with the specified 'value'. For example sysparm_priority=1 would result in the priority field set to value of 1 when the new incident screen is popped.
• sysparm_cti_rule=name is the name of a business rule that should be invoked for CTI processing rather than using the default behavior.

http://wiki.servicenow.com/index.php?title=Computer_Telephony_Integration#gsc.tab=0)

Additionally, you can integrate your IVR with Service Now by way of the Web Service Data Actions integration (https://help.mypurecloud.com/articles/about-web-services-data-actions-integration/) accessing Service Now's rest API: http://wiki.servicenow.com/index.php?title=REST_API#gsc.tab=0

This can allow for personalization and self service opportunities within the IVR, as well as narrowing down to specific objects to reference in the screenpop URL construction.

Thank you Richard.

We have it so far that the script for each call generates the link to ServiceNow.

We tested several things already and we face a problem that the Caller.Ani always shows tel:XXXXXXXXXX

Can we force to delete the tel: in a script in architect?