Extension points in Voice

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

    • Using extension points, you can call the custom scripts to extend the functionality of ServiceNow Voice. While integrating a third-party phone system with ServiceNow Voice, you can invoke extension points using the CTI API to handle events in ServiceNow Voice.

    By using extension points, you can easily integrate customizations without having to alter the base code. You can extend standard base functionality using customized scripts. For more information, see Using extension points to extend application functionality.

    To view the extension points that are available by default, navigate to System Extension Points > Scripted Extension Points and group by the ServiceNow Voice application.

    Note:
    You should install the ServiceNow Voice, ServiceNow Voice for ITSM, ServiceNow Voice for CSM, and ServiceNow Voice with Amazon Connect applications from the ServiceNow® Store. For information about these installations, see Install ServiceNow Voice applications, Install ServiceNow Voice for ITSM, and Install ServiceNow Voice for CSM.
    Table 1. Extension points in Voice
    Extension point Description
    sn_cti_core.clickToCallContextMap Enables the copying of application-specific field values to interaction records for ServiceNow Voice outbound calls.
    sn_cti_core.CTICallAnalysisExtractor Defines how the transcription and the recording data is retrieved for an interaction based on the third-party phone system integrated with ServiceNow Voice.
    sn_cti_core.SoftPhoneEventSink Defines if the third-party phone system can handle an event. Maps events from the Softphone interface to back-end events.