---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Integrating with Computer Telephony Integration (CTI)

# Integrating with Computer Telephony Integration (CTI) {#ariaid-title1}

Release version: Brazil  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Integrate Customer Service Management (CSM) with Computer Telephony Integration (CTI) to enable and support voice features in your Workspace.

CTI helps integrate a telephony system to your ServiceNow
Workspace via OpenFrame and Interaction Controls Component (ICC). Any third-party Contact Center as a Service (CCaaS) platform (like Amazon Connect or Genesys) can integrate to the ServiceNow CRM Platform. CCaaS can integrate their voice call controls and workflows into their provisioned ServiceNow instance to enable agents to handle phone calls directly within their Workspace.  
CTI enables and supports the following capabilities:

Screen pop:
:   When a call comes in, the Interaction record automatically opens in the ServiceNow instance.

Click-to-dial:
:   When an agent selects a phone number in ServiceNow, the call is placed via CCaaS without any interruption.

Presence sync:
:   The agent status (Available, Away, Not Available), as updated by the agent in the ServiceNow
    Workspace, is reflected in CCaaS.

Call controls in the UI:
:   Hold, transfer, mute, and disconnect controls are available directly in the ServiceNow
Workspace, without the agent needing to interact with the phone system separately.  
Developers can use the CTI framework to integrate voice features using one or both approaches. As CTI is an integration concept rather than a product, it has no associated role. To enable CTI integration, developers must assign the sn_openframe_user role to agents who use the integrated voice features. In either approach, CTI serves as the underlying mechanism that connects the CCaaS platform to the provisioned ServiceNow instance.

* OpenFrame embeds an external CCaaS provider's telephony interface directly within the ServiceNow Workspace via an iFrame.
* ICC delivers ServiceNow native voice call controls in a separate window within the CRM Workspace, when enabled.
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When using CTI the user must have the OpenFrame user (sn_openframe_user) role.  
For more information, see the following topics:

* [Computer Telephony Integration](https://www.servicenow.com/docs/access?context=r_ComputerTelephonyIntegration&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US)
* [Computer Telephony Integration workflows](https://www.servicenow.com/docs/ggulVfhU_dgl7d2Pu8AZiQ "Computer Telephony Integration (CTI) enables customer service agents to place and receive phone calls in ServiceNow applications.")
* [OpenFrame overview](https://www.servicenow.com/docs/kgCtvns0lP5gAnK1WbMMGA "OpenFrame provides a communication frame that customer service agents use to place and receive customer calls.")
* [Interaction Controls Component (ICC) for voice calls](https://www.servicenow.com/docs/Jf0v9ktr6S9cGrHxvQVzPA "The ServiceNow Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view. This enhances agent productivity and customer experience.")
* [Using Interaction Controls Component (ICC) call controls with Amazon Connect](https://www.servicenow.com/docs/buZbdSCgplEsddpMUktRMA "Agents can access the Active call controls directly from their CRM Workspace to manage phone interactions. This reduces context switching and improves productivity with Amazon Connect.")
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