--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Phone directory # Phone directory {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Phone directory The phone directory in ServiceNow enables agents to make outbound calls directly from their instance to queues, other agents, and external numbers. It integrates with third-party CCaaS (Contact Center as a Service) call systems to provide seamless access to organizational contacts and queues within the contact center environment. Once properly configured, the phone directory is accessible in the CSM Configurable Workspace, enhancing agent productivity by consolidating contact access in one place. Show full answer Show less ## Key Features * **Integration with CCaaS:** Supports integration with various CCaaS voice channel apps, such as Genesys Unified Experience, to enable voice calls and callbacks directly from ServiceNow. * **Tabbed Contact View:** Displays contacts organized into queues, agent contacts, and external contacts, allowing agents to quickly find the right contact. * **Configurable Contact Display:** Contact center administrators control how many contacts appear per tab and can limit search results through the `iccsearchlimit` system property to optimize performance and relevance. * **Search Functionality:** Agents can search the phone directory, triggering events that query the integrated CCaaS system and return matching contact records up to the configured limit. ## Configuration and Usage Contact center administrators must enable and configure the phone directory feature, including setting the maximum number of search results to balance performance and usability. The `iccsearchlimit` property typically limits search results to a maximum of 25 contacts. When an agent searches (e.g., for a contact named "John"), the system sends a `getSearchTarget` event to the CCaaS provider, which returns a list of matching contacts. This interaction relies on OpenFrame API events and parameters to facilitate real-time data exchange. ## What ServiceNow Customers Can Expect * Streamlined outbound calling experience directly from ServiceNow without switching tools. * Improved agent efficiency by having organized access to queues, colleagues, and external contacts. * Customizable search and display limits to maintain optimal system responsiveness. * Integration-ready solution compatible with leading CCaaS providers, enhancing your contact center voice capabilities within the ServiceNow platform. The phone directory enables agents to make outbound calls to queues, other agents, and external numbers from their ServiceNow instance. ## Phone directory overview {#ccaas-phone-directory__section_ils_pbg_wfc} Figure 1. Phone directory The phone directory helps agents make outbound calls to contacts within their organization and external numbers. Organizations can integrate with any third-party CCaaS call integration feature that enables agents to access their contacts and queues through their integrated contact center. The phone directory displays tabs for queue, agent contacts, and external contacts, and the contact center admin can configure the number of contacts displayed. The contact center admin must enable and configure the phone directory for the agents to view and use it in their global call list from their ServiceNow instance. After the back-end integration is complete, the phone directory displays in CSM Configurable Workspace. ## Configuration {#ccaas-phone-directory__section_imn_jcf_tjc} The contact center admin can configure the number of contacts displayed in each tab of the phone directory. The number of search results displayed can be configured and limited using the icc_search_limit system property. This property controls the maximum number of search results returned when agents perform searches, ensuring that search performance remains optimal while providing agents with relevant contact options. The search limit can be configured to return a maximum of 25 results. The following CCaaS Store Apps offer voice channel integration: * [Unified Experience from Genesys - Core](https://store.servicenow.com/store/app/6ebe67ea1b646a50a85b16db234bcb54) * [Unified Experience from Genesys](https://store.servicenow.com/store/app/cdff6b621ba46a50a85b16db234bcba3#linksAndDocuments) {#ccaas-phone-directory__ul_x2p_ttp_shc} For more information on ICC call features, see [Interaction Controls Component (ICC) call features](https://www.servicenow.com/docs/WO2uDSqGrLWW3~WuFFY7_w "Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC).") and [Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations](https://www.servicenow.com/docs/5D68UlpTPPM5qKWpwoDqjQ "Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow voice reference architecture."). ## Phone directory Search {#ccaas-phone-directory__section_axz_nmp_pjc} When a user performs a search in the phone directory search box, the system triggers a search event and exchanges data with your CCaaS provider. For example, when an agent enters a search query (such as "John") and initiates a search, the getSearchTarget event triggers and is sent to your integrated CCaaS system. The system processes the search request and returns a response containing the searchTargetList parameter, which is a list of contact records that match the search criteria. If the icc_search_limit is set to 10, the searchTargetList will return up to 10 contact records matching the agent's search. The following diagram illustrates the technical interaction between the phone directory, the getSearchTarget event, and the CCaaS system. For details on the searchTargetList parameter, see [openFrameAPI - setICContext(String Type, Object \)](https://www.servicenow.com/docs/access?context=c_openFrameAPI&version=australia&pubname=australia-api-reference§ion=openFrameAPI-setICContext_S_O&ft:locale=en-US). For documentation on the search events and response structures, see the following OpenFrame API resources: getSearchTarget : [openFrameAPI - subscribe(openFrameAPIEVENT event, function eventCallback)](https://www.servicenow.com/docs/access?context=c_openFrameAPI&version=australia&pubname=australia-api-reference§ion=r_openFrameAPI-subscribe_Event_Object&ft:locale=en-US) searchTargetList : [openFrameAPI - setICContext(String Type, Object \)](https://www.servicenow.com/docs/access?context=c_openFrameAPI&version=australia&pubname=australia-api-reference§ion=openFrameAPI-setICContext_S_O&ft:locale=en-US)