OpenFrame overview

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of OpenFrame Overview

    OpenFrame is a communication framework for customer service agents to manage incoming and outgoing calls within the ServiceNow AI Platform®. It integrates telephony systems and enhances agent interactions by providing contextual information about callers.

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    Key Features

    • User Roles: Accessible to agents with roles such as snopenframeuser, sncustomerserviceagent, sncustomerservice.consumeragent, and admin.
    • Components:
      • TopFrame: A ServiceNow application.
      • OpenFrame API: Enables communication between ServiceNow and telephony systems, sourced from partner applications.
    • Context Identification: Incoming calls display caller details including account, contact, and phone number.
    • Click-to-Call: Agents can initiate calls by clicking phone number fields directly in the Agent Workspace.
    • OpenFrame Window Actions: Agents can open, hide, expand/collapse, and move the OpenFrame window easily during interactions.

    Key Outcomes

    By utilizing OpenFrame, ServiceNow customers can expect improved efficiency in handling customer calls, access to essential caller information, and streamlined communication processes within their service operations. The configuration allows admins to customize settings to enhance usability and manage user access effectively.

    OpenFrame provides a communication frame that customer service agents use to place and receive customer calls.

    OpenFrame user roles

    The OpenFrame window is available to agents who belong to one of the user groups specified in the OpenFrame configuration, and with any of the following roles:
    • sn_openframe_user
    • sn_customerservice_agent
    • sn_customerservice.consumer_agent
    • admin

    About OpenFrame

    Use OpenFrame to integrate telephony systems into the ServiceNow AI Platform®. Use the OpenFrame API to communicate between the ServiceNow AI Platform and the domain opened in the OpenFrame window.

    OpenFrame includes these components:
    • TopFrame, a ServiceNow application.
    • OpenFrame API, which gets sourced from the partner application. This API communicates with TopFrame and controls the OpenFrame visual features.

      The location of the API is https://[servicenow instance]/scripts/openframe/1.0.5/openFrameAPI.min.js. This minified version includes other needed libraries and should be used for integration.

      For API reference, you can use the un-minified version: https://[servicenow instance]/scripts/openframe/1.0.5/openFrameAPI.js. This version cannot be used directly for integration purposes.

    Note:
    • To stay current with reference to the OpenFrame library, use the following resource URI: https://[servicenow instance]/scripts/openframe/latest/openFrameAPI.min.js.
    • To integrate softphone into the ServiceNow AI Platform using OpenFrame, add the third-party URLs of telephony services in the following property: glide.ui.concourse.onmessage_enforce_same_origin_whitelist. For more information see, Available system properties, and Enable URL allow list for cross-origin iframe communication in Instance Security Hardening Settings.

    Using the OpenFrame window

    OpenFrame provides support for embedded and contextual phone conversations, including:
    • Context identification: incoming calls maximize the OpenFrame window and display details about the caller, including the account, contact or consumer name, and phone number.
    • Links to forms: use the openFrameAPI (openServiceNowForm) to create links to forms. When an incoming call is received, an agent can click the account, contact, consumer, or case number in the OpenFrame window to open the corresponding record.
      • In Agent Workspace, records open in either a primary tab or a sub-tab depending on the tab configuration.
      • In the platform interface, records open in TopFrame (i.e., the current page).
    • Click-to-call capability: click phone number fields to make a call.
      • In Agent Workspace, agents can click phone number fields on forms and in the Customer 360 ribbon component to make a call.
      • In the platform interface, agents can click the phone icon next to the Contact or Consumer fields.
        • If a contact or consumer has one phone number, the call is placed to that number.
        • If a contact or consumer has more than one phone number, a dialog box displays the available numbers. Click a number to place the call.
    • OpenFrame window actions:
      Table 1. OpenFrame window actions
      User action Description
      Open the window
      In Agent Workspace, click the phone icon:
      • In the navigation bar.
      • Next to the Contact or Consumer fields on the Case form.
      In the platform interface, click the phone icon:
      • In the banner frame.
      • Next to the Contact or Consumer fields on the Case form.

      With the admin role, you can configure the phone icon. For more information, see CTI integration with the Case form.
      Hide the window Click the X in the OpenFrame window header.
      Note:
      The OpenFrame window remains on top of other forms or pages until hidden.
      Expand or collapse the window Click the + / – buttons in the OpenFrame window header (if Enable collapsed view is set to True in the OpenFrame configuration).
      Note:
      When collapsed, agents can still access call control actions.
      Move the window Click and drag the OpenFrame window header.

    Using OpenFrame in Agent Workspace

    In Agent Workspace, you can integrate OpenFrame with the Interaction Management System (IMS) and interaction records. This allows agents to manage the phone interaction life cycle. For more information, see Integration with Interaction Management System (IMS).

    Creating an OpenFrame configuration

    With the admin role, you can create or modify an OpenFrame configuration. This configuration stores information about the OpenFrame window settings, including:
    • The window height and width.
    • The icon, title, and subtitle displayed in the window header.
    • Users and groups that have access to the window.