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/1.0.5/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/1.0.5/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:
https://[servicenow
instance]/scripts/openframe/latest/openFrameAPI.min.js.
- To integrate softphone into the Now Platform using Open
frame, whitelist the third-party urls of telephony
services in the following property:
glide.ui.concourse.onmessage_enforce_same_origin_whitelist.
For more information see, Available system
properties, and Enable URL whitelist for
cross-origin iframe communication in
Instance Security Hardening Settings.
Using the OpenFrame window
OpenFrame provides support for embedded and contextual phone
conversations, 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 open in either a
primary tab or a sub-tab depending on the tab
configuration.
- In the platform interface, records open in
TopFrame (i.e., the current page).
- Click-to-call capability: click phone number fields to
make a call.
- In Agent Workspace, agents can click phone
number fields on forms and in the Customer 360
ribbon component to make a call.
- In the platform interface, agents can click
the phone icon next to the
Contact or
Consumer fields.
- If a contact or consumer has one phone number,
the call is placed to that number.
- If a contact or consumer has more than one
phone number, a dialog box displays the available
numbers. Click a number to place the call.
- OpenFrame window actions:
| User action |
Description |
| Open the window |
In Agent Workspace, click the phone icon:
- In the navigation bar.
- Next to the Contact or
Consumer fields on the Case
form.
In the platform interface, click the phone
icon:
- In the banner frame.
- Next to the Contact or
Consumer fields on the Case
form.
With the admin role, you 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
In Agent Workspace, you can integrate OpenFrame with the Interaction
Management System (IMS) and interaction records. This allows agents
to manage the phone interaction life cycle. For more information,
see Integration with Interaction Management System
(IMS).
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.
