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Integration with Interaction Management System (IMS)

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Integration with Interaction Management System (IMS)

With OpenFrame, CTI, and IMS integration, incoming and outgoing calls create interaction records.

Incoming calls

When an agent answers an incoming call from the OpenFrame window, an interaction record is opened in a parent tab in the New state with the Channel field set to Phone.

If available, the following information is added to the interaction record: the account and contact (B2B) or the consumer (B2C). The case number is also added if provided by the caller. If an agent clicks a link in the OpenFrame window, such as the account, contact, consumer, or case number, the corresponding record opens in a sub-tab under the interaction record.

Matching rules identify and forward the call to an agent. The interaction record is assigned to the agent and the state is set to Pending Acceptance. The interaction record is displayed in the agent's workspace and includes any details provided by the customer through the IVR workflow.

The agent can accept or reject the call.
  • If accepted, the interaction record state is set to Work In Progress.
  • If rejected, the interaction record state is set to Closed Complete.
  • If the call is not picked up or the caller hangs up before the agent can pick up, the interaction state is set to Closed Complete.

When a call is ended, a phone log record is created for the interaction and the interaction record state is set to Closed Complete.

Outgoing calls

For outgoing calls, the sn_openframe.create_interaction property determines whether or not an interaction record is created.

When an agent places an outgoing call using a click-to-call enabled phone field, the system gathers contextual information about the call, including account and contact or consumer details.

If the sn_openframe.create_interaction property is set to true:
  • An interaction record is created in the Work In Progress state. The record is populated with the contextual information and is assigned to the agent.
  • The interaction record and relevant information is passed to OpenFrame.
  • CTI receives the interaction, initiates the call, and manages the interaction life cycle.
  • If the outgoing call is unanswered, the interaction record is set to Closed Complete.
If the sn_openframe.create_interaction property is set to false:
  • The contextual information is passed to OpenFrame.
  • CTI receives the contextual information and initiates the call.

Transferred calls

If an agent transfers a call to another agent, the interaction record is also transferred and a transfer record is created. The call is shown in the OpenFrame window in the new agent's workspace. The interaction record is assigned to the new agent in the Pending Acceptance state and is displayed in the agent's workspace. The state changes to Work In Progress when the agent accepts the call.

Integration with Interactive Voice Response (IVR)

With IVR integration, an interaction record is created as soon as the caller connects and receives an IVR message. The selections made by the caller are captured and added to the interaction record. If the caller enters a case number, the case is added as a related record on the interaction.

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