OpenFrame overview

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

Communication partners can use OpenFrame to integrate telephony systems into the Now Platform. The OpenFrame API can be used to communicate between the Now 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/1.0.1/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/1.0.1/openFrameAPI.js. 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. This icon is configurable by users with the admin role. 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.

Users with the admin role can use the OpenFrame configuration to specify the OpenFrame window settings. This configuration stores information about the OpenFrame window, including the height and width, as well as the icon, title, and subtitle to use in the window header.

Users with the admin role can also select user groups for an OpenFrame configuration. Access to the configuration is limited to the users with the openframe user role that belong to the selected groups.