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CTI demo installation and configuration

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CTI demo installation and configuration

Before the phone communication channel between customer service agents and external customers can be used, the Notify, CTI Softphone, Customer Service Management, and Openframe plugins must be activated and configured, and a Twilio Voice account must be set up.

Before you begin

Role required: admin

Procedure

  1. Activate the Notify plugin (com.snc.notify).
  2. Set up a Twilio Voice account.
    You can create an account at https://www.twilio.com.
  3. Configure Notify to use the Twilio Voice service.
  4. Activate the CTI Softphone plugin (com.snc.cti).
    If you want to load the demo data for CTI Softphone, you must also activate the Customer Service CTI Demo Data plugin (com.snc.customerservice_cti_demo). This demo data includes sample workflows.
  5. Activate the Customer Service plugin (com.sn_customerservice).
  6. Activate the Openframe plugin (com.sn_openframe).
    Activating the Customer Service Management plugin automatically activates the Openframe plugin.
  7. Create an OpenFrame configuration or use the default CTI configuration by enabling the Default field.

Answer an incoming call

Use the OpenFrame window to answer an incoming call.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin

About this task

The OpenFrame window displays the incoming call, including the phone number and the customer contact or consumer information.

Procedure

  1. Click Accept.
  2. When the call is finished, click End.

Make an outgoing call

Use the OpenFrame window to make an outgoing call.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin

Procedure

  1. Do one of the following:
    OptionDescription
    Click the phone icon in the banner frame. Enter the phone number in the Number field and click Call.
    Click the phone icon next to the Contact or Consumerfields on the Case form. Customer contacts and consumers can have multiple phone numbers.
    • If only one phone field is populated, a call is placed to that number.
    • If more than one phone field is populated, a dialog box displays the available numbers. Click the desired number to place the call and close the dialog box.
  2. When finished with the call, click End.

Transfer a call

After accepting an incoming call, a customer service agent can transfer a call to another agent.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin

Procedure

  1. Answer an incoming call.
  2. Click Transfer.
  3. Select an agent from the drop-down list.
  4. Click Call.

Set agent call status

Customer service agents can set their current call status.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin

Procedure

  1. Click the phone icon in the banner frame.
  2. Select your availability.
    OptionDescription
    Available The agent is available to take a call.
    Not Available The agent is not available to take a call.
    Busy The agent is currently on a call with a customer.
    Wrap Up The agent is updating case information after completing a call.

    After completing a call and the subsequent wrap up, an agent must manually change the status from Wrap Up to Available.

    The Presence field in the OpenFrame > OpenFrame Agent Presence record is updated with the availability status set for the agent.
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