OpenFrame, a computer telephony integration (CTI) plugin for the Now Platform is a framework for embedding or integrating any external telephony system with ServiceNow that customer service agents use to place and receive customer calls.
Baseline Feature with OpenFrame
- Embedded Softphone - mute, transfer (cold or warm), conference, hang-up, associate, disposition or result codes, and notes
- Context identification and screen-pop - the ability for a call to be routed to a ServiceNow agent and automatically "pop" the relevant ServiceNow page or interaction for the agent to leverage during the customer engagement.
- Click to call - the ability to call any phone record within ServiceNow directly from the ServiceNow UI
- Interaction Management System - System logs each voice channel item as an Interaction for use in reporting, dashboards, and tracking of customer touchpoints from all voice and digital channels
- AWA-based Presence-sync - the ability to change agent availability for calls from the universal agent state set in ServiceNow Agent Workspace
Why OpenFrame?
Customers want a choice in the devices and channels they use to communicate with customer service. Their preferred communication channel can change based on time of day, location, or even urgency. Providing multiple communication channels to customers is important but not enough for a consistent customer experience. The conversation may start in a chat, move to a messaging application, and complete in a phone call with an agent
A lot of these channels(chat, email, SMS, etc) are supported natively by ServiceNow. For those that are not supported out of the box (e.g: Telephony), or for those where the customers wish to leverage a different technology instead of using ServiceNow native technology, we have OpenFrame.
How to activate OpenFrame?
You can activate the OpenFrame plugin (com.sn_openframe) if you have admin privileges. This plugin brings a UI frame that is accessible and available anywhere within the ServiceNow screen. Please follow the steps here on how to activate the plugin.
CTI does not require any specific user role except the OpenFrame user (sn_openframe_user) role.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.
OpenFrame API
The OpenFrame API can be used to communicate between the ServiceNow platform and the domain opened in the OpenFrame window. OpenFrame is an omni-present frame that communication partners can use to integrate their systems into the ServiceNow platform.
OpenFrame has two significant parts: one that lives in the ServiceNow application (referred to as TopFrame) and this API that is sourced from the partner application.
OpenFrame has two significant parts: one that lives in the ServiceNow application (referred to as TopFrame) and this API that is sourced from the partner application.
OpenFrame API has the necessary methods to communicate with TopFrame and control the visual features of the OpenFrame.
Design
The following sample workflows show how CTI can be integrated with Interaction Management System (IMS) and OpenFrame (OF) to support:
- CTI integration for outgoing call
- CTI integration for incoming call
- CTI integration for transferring call
CTI integration for outgoing call
CTI integration for incoming call
CTI integration for transferring call
Resources:
Main overview of OpenFrame
OpenFrame API on the Developer Portal
Webinar by 3cLogic: Build a Natively Integrated Call Center to Drive Successful ServiceNow Customer Service Initiatives
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Good luck and happy developing!
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