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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Enable Computer Telephony Integration providers to interact with the Service Operations Workspace

Enable an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.

Before you begin

Enable the following plugins.

  • com.snc.notify
  • com.snc.cti
  • com.sn_openframe

For more information about installing and enabling a plugin, see Activate a plugin.

Role required: admin

About this task

The CTI integration helps an agent call a user using the phone number in the user profile and contact cards. The ServiceNow application uses the OpenFrame API when an agent initiates a call. The OpenFrame API helps the ServiceNow AI Platform® communicate with the connectors, such as an Amazon connector, already configured in the application.

For more information about CTI integration, see Integrating with Computer Telephony Integration (CTI).

For more information on the various OpenFrame APIs, see openFrameAPI - Client.

Procedure

  1. From the All > sys_properties.list.

  2. Open the sn_sow.default_call_from_contact_page property.

  3. In the Value field, specify CTI.

  4. Select Update.

Parent Topic:Configuring Service Operations Workspace for ITSM to improve your experience