CTI / OpenFrame integration in AgentWorkspace

[Timm1]

Hi Community,

Currently we a struggling with CTI in Agent Workspace. We want to have a cloud contact center integrated into ServiceNow but the OpenFrame integration in Agent Workspace is not sufficient for us.

In UI16 you can move the frame around and minimize the frame directly in the frame itself. Now in Agent Workspace the frame cannot be moved anymore and only minimized when you click on the phone button.

Depending on the screen resolution, the frame is overlaying the most important information of the ServiceNow Screen. So you have to minimize the frame when you need to work with the ServiceNow screen (or just need some information from it).

If you than want to handle the call (like forwarding or whatever), you have to click on the phone button again to open the frame. A lot of clicks when you are in a call with a customer and you do not have all your information / actions available within one view.

How do you handle this in your environment? Have you “integrated” ServiceNow into your Phone-software in another way?

Thank you,

Timm

[Community Alums]

Hi Timm,

Here is everything, you want to know and implement :

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/workspace/reference/csm-...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Timm1]

Hi Sandeep,

Thank you for your prompt reply. But this doesn't help me. We already read through the documentation multiple times. But the issue still persists. We cannot move the frame around and the frame is overlaying the important information of the ServiceNow screen:

In UI16 you are able to move the frame. So you can place it where ever you want to see the information you need:

Any further ideas that might help us? 

Thank you,

Timm

[Dario Idrovo1]

Can you help me with why when I click on the phone icon in agent workspace it does nothing?