Computer Telephony Integration in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.

    The OpenFrame window is available to agents with the following roles.
    • sn_openframe_user
    • sn_customerservice_agent
    • sn_customerservice.consumer_agent
    • admin

    After getting the required role, CTI must be enabled in the Service Operations Workspace by the admin. For more information about enabling CTI in the Service Operations Workspace, see Enable Computer Telephony Integration providers to interact with the Service Operations Workspace.

    After the CTI integration, the agent can call a user using the phone number in the user profile and contact cards through any of these options:
    Note:

    The application’s default CTI windows in the following images are provided for demo purposes only.

    Ensure that your instance contains the required connectors for communication.
    • Record information from the contextual side panel of a record.
      Figure 1. CTI call from record information
      Agent making a CTI call from record information.
    • On-call escalation.
      Figure 2. CTI call from an on-call escalation
      Agent making a CTI call from an on-call escalation.