---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Scripting for operation handlers

# Scripting for operation handlers {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

You can use the APIs in the ServiceNow
Voice framework to create a seamless voice call experience for your callers and
agents.

The CTIOperationRequest API provides methods to set and get data on the
current CTIOperationRequest object. For information on this API, see [CTIOperationRequest - Scoped,
Global](https://www.servicenow.com/docs/access?context=CTIOperationRequestAPI&version=australia&pubname=australia-api-reference&ft:locale=en-US).

The CTIOperationResponse API provides methods to set and get data on the
current CTIOperationResponse object. For information on this API, see [CTIOperationResponse - Scoped,
Global](https://www.servicenow.com/docs/access?context=CTIOperationResponseAPI&version=australia&pubname=australia-api-reference&ft:locale=en-US).

The CTI API provides REST resources that enable Computer Telephony
Integration (CTI) providers to interact with the Voice framework. For
information about this API, see [CTI API](https://www.servicenow.com/docs/access?context=cti-api&version=australia&pubname=australia-api-reference&ft:locale=en-US).
* **[Provider configuration in Voice](https://servicenow-prod.fluidtopics.net/PWGRCqrYH0kiSC7E5k4F~g)**   
  For both inbound and outbound calls, a provider configuration contains settings about the involved components and message transformers for a specific third-party phone system provider. Any request from that phone system provider is handled within ServiceNow based on these settings.
* **[Extension points in Voice](https://servicenow-prod.fluidtopics.net/i1CfPaa53VuetcPstDMozw)**   
  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.