Components installed with ServiceNow Voice Core
Several types of components are installed with activation of the ServiceNow Voice Core application (sn_cti_core), including user roles, plugins, and operation handlers.
Note: The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.
Roles installed
| Role title \[name\] | Description | Contains roles |
|---|---|---|
| CTI service account\[sn\_cti\_core.service\] | Allows communication between the third-party phone system instance and the ServiceNow instance. | sn\_openframe\_api\_user |
| CTI admin\[sn\_cti\_core.admin\] | Creates the framework for integration with a third-party phone system. | None |
| CTI user manager\[sn\_cti\_core.user\_manager\] | - Can access the Call Analysis tab and interaction to analyze transcripts, recordings, and sentiments. - Can manage the CTI-enabled user PIN. | None |
Plugins installed
| Plugin | Description |
|---|---|
| Interaction Management (com.glide.interaction) | Enables interaction logging, routing, and queueing |
| Openframe (com.sn_openframe) | Provides an interface to integrate a communication frame to place and receive calls. |
Operation handlers installed
Operation handlers are defined in the ServiceNow instance to run a script based on the intent of the caller and provide response to the caller.
| Plugin | Description |
|---|---|
| $transcript | Saves the call transcript |
| $query2ssml | Securely queries tables and returns the response as ssml |
| workItemEvent | If the Advanced Work Assignment plugin (com.glide.awa) is installed, creates a work item on Advanced Work Assignment table before routing the call to agent, and associates an interaction with the work item.Note: In a contact flow, invoke this operation handler in the Invoke AWS Lambda Function node just before transferring the flow to a queue |
| interactionEvent | Defines the life cycle of the an Amazon Web Services \(AWS\) interaction event, such as initiating an interaction and associating an agent and caller to the interaction |
| authenticate | Authenticates a user based on the PIN. For information on PIN configuration, see Configuring a phone PIN. |
| fetchVoiceInteraction | Fetches interaction and processes createConversation flag for creating conversation. |
Parent Topic:ServiceNow Voice reference