---
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


---

# Set up the Voice Controls Simulator tool

# Set up the Voice Controls Simulator tool {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Integrate with Interaction Controls Component (ICC) to manage voice call features. Then, use the Voice Controls Simulator tool to set up your call experience.  
1. Open the tool: Launch the Voice Controls Simulator tool from your workspace.
2. Explore call flows: Use the simulator to try out different voice call scenarios.
3. Customize your experience: Configure call scenarios in the CRM Workspace as required.
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## Voice Controls Simulator tool dependencies {#set-up-voice-controls-simulator-tool__section_s1p_15q_zgc}

Before you start, make sure you have the following:

1. Required plugins: Install ICC plugin.  
   Note:  
   After installation, the Voice Test Tool Config is available in the OpenFrame configurations.
2. OpenFrame configuration:
   1. Navigate to AllOpenFrame Configurations.
   2. Search for Voice Test Tool Config, and set the active flag to 'true'.  
      Note:  
      You can access the test tool only if you have been added to the Voice Test Tool User Group.
   3. Verify user access:
      * Navigate to GroupVoice Test Tool Users and check user access or add new users here.
      * Check the roles assigned to each user in the group. The key role for this tool is: `sn_int_control_sim.voice_test_tool_user`.
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3. User roles: Users added to the tool inherits these roles:
   * virtual_agent_admin
   * sn_int_control_sim.voice_test_tool_user
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4. Supported workspaces: This tool works only in the CRM Workspace.
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You are now ready to launch the Voice Controls Simulator tool. See [Launching the simulator](https://www.servicenow.com/docs/IWDhUSMLb_HUxrFt1RohDg "This feature lets agents set up and test their voice workflow in a simulated environment without the hassle of uploading payloads for testing call-flows. The Voice Controls Simulator is only available from the CRM Workspace.").

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