---
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


---

# Extension points in Voice

# Extension points in Voice {#ariaid-title1}

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

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](https://www.servicenow.com/docs/access?context=extension-points&version=australia&pubname=australia-api-reference&ft:locale=en-US).

To view the extension points that are available by default, navigate to System Extension PointsScripted Extension Points and group by the ServiceNow
Voice application.  
Hinweis:  
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](https://servicenow-prod.fluidtopics.net/b9o61tpFvQ60YyCgeEs4~w "You can install the ServiceNow Voice applications if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed."), [Install ServiceNow Voice for ITSM](https://servicenow-prod.fluidtopics.net/hFWoihfbZ3PItdjAOmCZjA "You can install the ServiceNow Voice for ITSM application (sn_cti_itsm_cnt) if you have the admin role. This plugin installs the ITSM content for integration between ServiceNow Voice and a third-party phone system."), and [Install ServiceNow Voice for CSM](https://servicenow-prod.fluidtopics.net/aSrsg56BFfkMxZZQpnoQBw "You can install the ServiceNow Voice for CSM application (sn_cti_csm_cnt) if you have the admin role. The application installs related ServiceNow Store applications if they are not already installed.").  
{#extension-point-ccc__table_sr5_5n3_2nb__entry__2}

| 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. |
[Tabelle : 1. Extension points in Voice]

{#extension-point-ccc__table_sr5_5n3_2nb}