Integrating with Computer Telephony Integration (CTI)

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 1분

    • Integrate Customer Service Management with Computer Telephony Integration (CTI). This integration enables the Customer Service application to support inbound and outbound telephone calls.

    Starting with the Australia release, the Computer Telephony Integration (CTI) plugin is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Customer service agents can do the following with CTI:
    • Make an outgoing call to a phone number.
    • Receive an incoming call from a phone number or from another user within the system.
    • Transfer a call to another user within the system.
    • Place a call on mute.
    • Set their availability status.

    CTI does not require any specific user role except the OpenFrame user (sn_openframe_user) role. Roles are based on the application using CTI.

    For more information, see the following topics: