Components installed with ServiceNow Voice Core

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

    • Several types of components are installed with activation of the ServiceNow Voice Core application (sn_cti_core), including user roles, plugins, and operation handlers.

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Roles installed

    Role title [name] Description Contains roles
    CTI service account

    [sn_cti_core.service]

    		 Allows communication between the third-party phone system instance and the ServiceNow instance. sn_openframe_api_user
    CTI admin

    [sn_cti_core.admin]

    		 Creates the framework for integration with a third-party phone system. None
    CTI user manager

    [sn_cti_core.user_manager]
    • Can access the Call Analysis tab and interaction to analyze transcripts, recordings, and sentiments.
    • Can manage the CTI-enabled user PIN.
    		 None

    Plugins installed

    Plugin Description
    Interaction Management (com.glide.interaction) Enables interaction logging, routing, and queueing
    Openframe (com.sn_openframe) Provides an interface to integrate a communication frame to place and receive calls.

    Operation handlers installed

    Operation handlers are defined in the ServiceNow instance to run a script based on the intent of the caller and provide response to the caller.

    Plugin Description
    $transcript Saves the call transcript
    $query2ssml Securely queries tables and returns the response as ssml
    workItemEvent If the Advanced Work Assignment plugin (com.glide.awa) is installed, creates a work item on Advanced Work Assignment table before routing the call to agent, and associates an interaction with the work item.
    Note:
    In a contact flow, invoke this operation handler in the Invoke AWS Lambda Function node just before transferring the flow to a queue
    interactionEvent Defines the life cycle of the an Amazon Web Services (AWS) interaction event, such as initiating an interaction and associating an agent and caller to the interaction
    authenticate Authenticates a user based on the PIN. For information on PIN configuration, see Configuring a phone PIN.
    fetchVoiceInteraction Fetches interaction and processes createConversation flag for creating conversation.