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OpenFrame overview

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OpenFrame overview

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

Use OpenFrame to integrate telephony systems into the Now Platform®. Use the OpenFrame API to communicate between the Now Platform and the domain opened in the OpenFrame window.

OpenFrame includes 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/1.0.4/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/1.0.4/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.

Using the OpenFrame window

OpenFrame provides a window that agents can use to place and receive calls.
User action Description
Open the window Agent Workspace: click the phone icon in the navigation bar or next to the Contact or Consumer fields on the Case form.

Platform interface: click the phone icon in the banner frame or next to the Contact or Consumer fields.

Users with the admin role can configure the phone icon. For more information, see CTI integration with the Case form.

Hide the window Click the X in the OpenFrame window header.
Note: The OpenFrame window remains on top of other forms or pages until hidden.
Expand or collapse the window Click the + / – buttons in the OpenFrame window header (if Enable collapsed view is set to True in the OpenFrame configuration).
Note: When collapsed, agents can still access call control actions.
Move the window Click and drag the OpenFrame window header.

Using OpenFrame in Agent Workspace

OpenFrame provides support for embedded and contextual phone conversations in Agent Workspace, including:
  • Context identification: incoming calls maximize the OpenFrame window and display details about the caller, including the account, contact or consumer name, and phone number.
  • Links to forms: use the OpenFrameAPI (openServiceNowForm) to create links to forms. When an incoming call is received, an agent can click the account, contact, consumer, or case number in the OpenFrame window to open the corresponding record in Agent Workspace. Records are opened in either a primary tab or a sub-tab depending on the tab configuration.
  • Click-to-call capability: click the phone numbers in the Customer 360 ribbon component to make a call.

OpenFrame also enables integration with the Interaction Management System (IMS) and interaction records and allows users to manage the phone interaction life cycle.

Creating an OpenFrame configuration

With the admin role, you can create or modify an OpenFrame configuration. This configuration stores information about the OpenFrame window settings, including:
  • The window height and width.
  • The icon, title, and subtitle displayed in the window header.
  • Users and groups that have access to the window.

OpenFrame user roles

The OpenFrame window is available to agents with the sn.open.frame_user role and who belong to one of the user groups specified in the OpenFrame configuration.

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