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Agent Workspace phone integration with OpenFrame and computer telephony integration (CTI)

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Agent Workspace phone integration with OpenFrame and computer telephony integration (CTI)

OpenFrame and CTI enable third-party phone integrations for phone use for agents in Agent Workspace.

  • OpenFrame enables CTI with third-party telephony service providers (TSPs) such as Twilio.
  • CTI integrates with the Now Platform and the TSPs to support incoming and outgoing calls.
When you integrate OpenFrame and CTI with a TSP, agents in Agent Workspace can use:
  • An embedded softphone to place and receive customer calls.
  • Click-to-call capability from phone number fields on forms and the Customer 360 ribbon component.
  • Contextual identification for incoming calls.
  • An additional window that contains contextual links in the softphone window and open related records.

OpenFrame and CTI can also integrate with the Interaction Management System (IMS), which enables you to manage the life cycle of the phone interaction. With this integration, incoming and outgoing calls create phone interaction records.

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