SMART CTI CONNECTOR FOR SERVICENOW | AVAYA
Execute Avaya Call Operations Without Leaving ServiceNow
Bring Avaya telephony inside ServiceNow for agents to handle calls, log incidents, and execute workflows from one screen.
Avaya Telephony Embedded Inside ServiceNow
NovelVox Smart CTI Connector embeds Avaya call controls and caller data directly inside ServiceNow.
Agents answer, transfer, log, and wrap up Avaya calls without leaving ITSM or CSM workflows. Caller records surface automatically on call arrival.
Every interaction logs to ServiceNow automatically, including incident creation, case updates, and agent state sync across ServiceNow Omnichannel.
Avaya Call Management
Capabilities in ServiceNow
Avaya Call Controls in ServiceNow
Answer, hold, transfer, consult, and conference Avaya calls inside ServiceNow.
Automated Screen Pop
ServiceNow user, incident, request, or case record surfaces automatically on Avaya call arrival.
One-Click Dialing
Initiate outbound Avaya calls from any ServiceNow phone field.
Automated Call Logging
Avaya call activity logs to the matched ServiceNow record automatically.
Integrated Wrap-Up and Dispositions
Capture call dispositions inside ServiceNow at end-of-call.
Agent State Sync
Avaya agent state synchronized with ServiceNow Omnichannel Presence in real time.
Incident and Workflow Triggers
Trigger ServiceNow incidents, requests, and workflows from Avaya call events.
Deliver Better Service Outcomes
Agents handle Avaya calls inside ServiceNow without switching to the telephony system.
Full incident and case context surfaces before the Avaya call is answered.
Automated Avaya call logging eliminates post-call ServiceNow data entry.
Avaya voice state syncs with ServiceNow Omnichannel, keeping one presence state on one screen.
Full context on every Avaya call accelerates incident and case resolution.
Built for Avaya Environments
Smart CTI Connector integrates with Avaya AES (Application Enablement Services) and TSAPI, supporting on-premise Avaya deployments including Avaya AACC (Aura Contact Center), AES, and IP Office (IPO).
Works alongside existing Avaya infrastructure without requiring telephony replacement. Supports on-premise deployment models for ServiceNow ITSM and CSM contact centers running Avaya.
Why NovelVox
- 1,000+ Installations.
- 250+ Customers
- Pre-built Avaya integration for ServiceNow ITSM and CSM.
- On-premise deployment supported for Avaya environments.
Start Handling Calls on ServiceNow
Connect Avaya to ServiceNow. Let agents handle calls and incidents from one screen.