Connect and embed Avaya Cloud Office to ServiceNow for call logging

Gate6 CRMConnect™ for ServiceNow leverages the RingCentral Unified CRM Framework to bring a powerful integration between Avaya Cloud Office and ServiceNow. This adapter allows users to perform essential Avaya Cloud Office communication functions—such as making and receiving calls, sending messages, and accessing call logs—directly from the ServiceNow interface.

Benefits

1. A communication suite embedded in your ServiceNow. Embed all of Avaya's functionality directly into your browser and ServiceNow allowing you to place and receive calls, send SMS, and check your voicemail -- all while managing your customers, opportunities, and accounts.
2. Keep systems in sync with one another. Keep your communication tool in sync with your ServiceNow, including call history and call disposition.
3. Always on. The Unified CRM extension allows you to place and receive phone calls even when you are not actively using your ServiceNow, or have closed your ServiceNow's tab in your browser.

Features

1. Click-to-call: Place calls from within your ServiceNow using a hover-to-show tooltip to reveal a click-to-call button on any phone number, saving time and improving call efficiency.
2. Instant screen pop-up: Incoming and outgoing calls trigger screen pops with a 360° view of the caller enabling quality interactions.
3. Call/SMS/Voicemail log sync: Synchronize Avaya Cloud Office call history to your ServiceNow’s contacts, opportunities, and deals automatically (or manually) so agents efficiently log call details.
4. Easy Access: Connect on both Windows® and Mac®, using Google Chrome or Microsoft Edge.
5. Active call control: Control active calls on other devices.

Installing and connecting the extension to your ServiceNow CSM

Once the extension is installed in your browser, authorize the extension to access your ServiceNow account. To authorize the extension and complete the setup process follow these steps:

1. Login to your ServiceNow
2. From within your ServiceNow, find and click the orange "RingCentral Labs" icon that should appear in the lower right-hand side of your browser window/tab. This "R" icon should appear on every page of your ServiceNow CSM.
3. In the horizontal menu, click the "more" menu, and select "Preferences."
4. From the preferences pane, look for a link to Authorize your ServiceNow.
5. Click the link and follow all on-screen instructions.

Gate6 CRMConnect™ for ServiceNow is ideal for organizations looking to enhance their ServiceNow platform with robust communication capabilities provided by Avaya Cloud Office.