Contents Customer Service Management Previous Topic Next Topic OpenFrame overview Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share 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/1.0.3/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/1.0.3/openFrameAPI.js. This version cannot be used directly for integration purposes. Note: To stay current with reference to the OpenFrame library, use the following resource URI: scripts/openframe/latest/openFrameAPI.min.js. 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. Create an OpenFrame configurationThis configuration specifies the OpenFrame window settings as well as the URL to be launched within OpenFrame.Answer an incoming callUse the OpenFrame window to answer an incoming call. Make an outgoing callUse the OpenFrame window to make an outgoing call. Transfer a callAfter accepting an incoming call, a customer service agent can transfer a call to another agent. Set agent call statusCustomer service agents can set their current call status.openFrameAPI - GlobalOpenFrame is an omni-present frame that communication partners can use to integrate their systems into the ServiceNow platform. Related ConceptsopenFrameAPI - Global On this page Send Feedback Previous Topic Next Topic
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/1.0.3/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/1.0.3/openFrameAPI.js. This version cannot be used directly for integration purposes. Note: To stay current with reference to the OpenFrame library, use the following resource URI: scripts/openframe/latest/openFrameAPI.min.js. 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. Create an OpenFrame configurationThis configuration specifies the OpenFrame window settings as well as the URL to be launched within OpenFrame.Answer an incoming callUse the OpenFrame window to answer an incoming call. Make an outgoing callUse the OpenFrame window to make an outgoing call. Transfer a callAfter accepting an incoming call, a customer service agent can transfer a call to another agent. Set agent call statusCustomer service agents can set their current call status.openFrameAPI - GlobalOpenFrame is an omni-present frame that communication partners can use to integrate their systems into the ServiceNow platform. Related ConceptsopenFrameAPI - Global
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/1.0.3/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/1.0.3/openFrameAPI.js. This version cannot be used directly for integration purposes. Note: To stay current with reference to the OpenFrame library, use the following resource URI: scripts/openframe/latest/openFrameAPI.min.js. 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. Create an OpenFrame configurationThis configuration specifies the OpenFrame window settings as well as the URL to be launched within OpenFrame.Answer an incoming callUse the OpenFrame window to answer an incoming call. Make an outgoing callUse the OpenFrame window to make an outgoing call. Transfer a callAfter accepting an incoming call, a customer service agent can transfer a call to another agent. Set agent call statusCustomer service agents can set their current call status.openFrameAPI - GlobalOpenFrame is an omni-present frame that communication partners can use to integrate their systems into the ServiceNow platform. Related ConceptsopenFrameAPI - Global
