Computer telephony integration (CTI) overview

Computer Telephony Integration (CTI) enables the Customer Service application to support inbound and outbound telephone calls.

The CTI Softphone plugin enables softphone functions and call center capabilities. This plugin provides integration between the ServiceNow platform and the Twilio Voice service using the Notify application. This plugin can be activated any time after activating Notify.

The CTI Softphone plugin includes one OpenFrame configuration, called CTI. This configuration specifies the necessary OpenFrame window settings as well as the URL to be launched within OpenFrame.
Note: The included CTI configuration does not have the Default field enabled. You must enable this field to use the CTI configuration as the default.
Customer service agents can do the following with CTI:
  • Make an outgoing call to a phone number.
  • Receive an incoming call from a phone number or from another user within the system.
  • Transfer a call to another user within the system.
  • Place a call on hold or on mute.
  • Set their availability status.

CTI does not require any specific user role except the OpenFrame user (sn_openframe_user) role. Roles are based on the application using CTI.