OpenFrame overview

OpenFrame provides a communication frame that customer service agents use to place and receive customer calls.

OpenFrame provides a way for communication partners to integrate telephony systems into the ServiceNow platform. The OpenFrame API can be used to communicate between the ServiceNow platform and the domain opened in the OpenFrame window.

OpenFrame has these components:
  • TopFrame, a ServiceNow application.
  • OpenFrame API, which gets sourced from the partner application. This API communicates with TopFrame and controls the OpenFrame visual features. The location of the API is https://[servicenow instance]/scripts/openframe/1.0.0/openFrameAPI.min.js. This minified version includes other needed libraries and should be used for integration. For API reference, you can use the un-minified version: https://[servicenow instance]/scripts/openframe/1.0.0/openFrameAPI.js. Note that this version cannot be used directly for integration purposes.
OpenFrame provides a window that users can:
  • Access by clicking the phone icon in the ServiceNow banner frame. Please note that this icon is configurable by the system administrator.
  • Hide by clicking the X in the OpenFrame window header. The window remains on top of other forms or pages until hidden.
  • Move by clicking the window header and dragging to a new location.

The OpenFrame window has a header that can be configured with an icon, title, and subtitle. The height and width of the OpenFrame window can also be configured.

Create an OpenFrame configuration

This configuration specifies the OpenFrame window settings as well as the URL to be launched within OpenFrame.

Before you begin

Role required: admin

Procedure

  1. Navigate to System Properties > OpenFrame to display the OpenFrame Configurations list.
  2. Click New.
  3. Fill in the fields, as appropriate.
    Table 1. OpenFrame Configuration form
    Field Description
    Name The name of the OpenFrame configuration.
    Title The title that appears in the OpenFrame window header.
    Subtitle The subtitle that appears in the OpenFrame window header.
    Default The check box to enable this configuration as the default for the OpenFrame window. There can be multiple configurations but only one can be selected as the default. If there is only one configuration, check this field. When a default configuration is enabled, the phone icon appears on the ServiceNow banner frame.
    URL The URL to be launched within OpenFrame. This can be an absolute path or a path that is relative to the ServiceNow instance.
    Width The width of the OpenFrame window.
    Height The height of the OpenFrame window, not including the OpenFrame header height.
    Title Icon The icon displayed on the OpenFrame window header.
    Icon Class The class of icons used for the OpenFrame window (retina-icons.css).
    Configuration Can be used to store any JSON encoded string.
    Note:

    Several fields on the OpenFrame Configuration form can also be set by using the OpenFrame API. These fields include: Title, Subtitle, Width, Height, and Title Icon.

  4. Click Submit.

Answer an incoming call

A customer service agent can use the OpenFrame window to answer an incoming call.

Before you begin

Role required: sn_customerservice_agent, sn_open_frame, or admin

About this task

The OpenFrame window displays the incoming call, including the phone number and the customer contact information. The agent can either accept or reject the call.

Procedure

  1. Click Accept.
  2. When the call is finished, click End.

Make an outgoing call

A customer service agent can use the OpenFrame window to make an outgoing call.

Before you begin

Role required: sn_customerservice_agent, sn_open_frame, or admin

Procedure

  1. Click the phone icon on the banner frame.
    You can also click the phone icon to the right of the Contact field on the Case form. If you click this icon, the contact's phone number is displayed in the Number field.
  2. Enter the phone number in the Number field and click Call.
  3. When finished with the call, click End.

Transfer a call

After accepting an incoming call, a customer service agent can transfer a call to another agent.

Before you begin

Role required: sn_customerservice_agent, sn_open_frame, or admin

Procedure

  1. Answer an incoming call.
  2. Click Transfer.
  3. Select an agent from the drop-down list.
  4. Click Call.

Set agent call status

Customer service agents can set their current call status.

Before you begin

Role required: sn_customerservice_agent, sn_open_frame, or admin

Procedure

  1. Click the phone icon in the banner frame.
  2. Select your availability.
    OptionDescription
    Available The agent is available to take a call.
    Not Available The agent is not available to take a call.
    Busy The agent is currently on a call with a customer.
    Wrap Up The agent is updating case information after completing a call.

    After completing a call and the subsequent wrap up, an agent must manually change the status from Wrap Up to Available.