---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/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


---

# Voice Controls Simulator tool

# Voice Controls Simulator tool {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The Voice Controls Simulator tool enables CCaaS partners and customers to simulate and test voice control UI flows within the CSM Configurable Workspace.

## Voice Controls Simulator tool overview {#voice-control-simulator-tool__section_xvd_bjy_vgc}

CCaaS partners can test and validate call features within the UI to preview capabilities and verify readiness for Interaction Controls Component (ICC) voice integration. For example, CCaaS admins integrating with ICC voice capability can use this tool to view available voice features and their appearance in the UI.  

## Key features {#voice-control-simulator-tool__section_ym5_fjy_vgc}

The Voice Controls Simulator tool enables admins to test various voice workflows and preview how voice features display in the CSM Configurable Workspace. This capability helps streamline the configuration and validation of CCaaS voice control capabilities.  
The following are key features for the Voice Controls Simulator tool capability:

* Enables you to simulate and test voice control actions within the CSM Configurable Workspace.
* Provides an agent session as a simulation for idle state.
* Enables you to view simulated phone calls in the Global Call component, Active Call component, and Call transfer.
* Supports adding participants to replicate customer or agent interactions during simulated calls.
* Offers help tips and guidance to assist users in configuring the simulator.
{#voice-control-simulator-tool__ul_uld_5rq_zgc}  
{#voice-control-simulator-tool__table_hcs_zvn_dhc__entry__2}

| Simulator steps | Description |
|-|-|
| [Launch simulator](https://www.servicenow.com/docs/4N~wXRJ9KCQIi8LNP2Bmfg "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 CSM Configurable Workspace.") | After meeting all prerequisites, you're ready to launch the tool in the CSM Configurable Workspace. |
| [Set Idle state](https://www.servicenow.com/docs/iRdN5Ai5~v3WAI1vmQ_4Hw "An agent in the idle state is available to receive or initiate work. Customize this state by configuring call controls such as the phone keypad for outbound calls, directory access, and the logout feature to manage the CCaaS platform session.") | This state is the agent's initial state in the simulator. The agent can make an outbound call using the keypad or the phone directory. Additionally, if the agent doesn't want to take anymore calls they can log out of CCaaS. |
| [Configure Transfer capabilities](https://www.servicenow.com/docs/5abTOBmFQI5wykVmHmNHGQ "This step in the simulator doesn't display if you didn't select Transfer capability. Any value configured in the Phone directory, in the Set Idle State capabilities step, reflects in the Transfer list.") | If you select Transfer during the Set Agent Capabilities step, you can configure transfer options for agents, queues, external numbers, and direct dial. |
| [Set Agent capabilities](https://www.servicenow.com/docs/fEHVrbK2JjchIwy2o5JPzQ "This step is the final phase in your simulation where you add agent details and assign call capabilities for each participant.") | Set up call controls for the simulated agent flow for an active call. |
[Table 1. Stages of the simulator]

{#voice-control-simulator-tool__table_hcs_zvn_dhc}

See [Set up the Voice Controls Simulator tool](https://www.servicenow.com/docs/RK6rYvO_~sN1O~JzeY7Lfw "Integrate with Interaction Controls Component (ICC) to manage voice call features. Then, use the Voice Controls Simulator tool to set up your call experience.").