Open CXone Agent embedded from UI Action

[Max64]

Hello everyone,

My ServiceNow is integrated with NICE Cxone, a telephony system. I would like to create a UI Action on the Workspace where, upon pressing a button, the NICE Cxone will make an outgoing call to a specified number (e.g., 911). While the call is in progress, the System will create an Outbond direction of Interaction record that is linked to this Case record. Do you have any recommendations on how to configure this setup?

P.S. I don't want to define the phone number (e.g., 911) in the E.164 phone number field on the Case form.

[Max64]

Client script below is not working. It has OpenFrameAPI error ( Client Script "GlideScopedScript": TypeError: Cannot read properties of null (reading 'OpenFrameAPI') ) and doesn't popup openframe.

var phoneNumber = "911"; // Fetch phone number from the form field
 
    if (phoneNumber) {
        if (window.OpenFrameAPI) {
            OpenFrameAPI.openInteraction({
                type: 'phone',
                phoneNumber: phoneNumber
            });
        } else {
            alert('OpenFrameAPI is not available');
        }
    } else {
        alert('Phone number not available.');
    }