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 or next to the Contact or Consumer fields on the Case form. Please note that this icon is configurable by the system administrator. For more information, see CTI integration with the Case form.
  • 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.