---
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


---

# Components installed with ServiceNow Voice Core

# Components installed with ServiceNow
Voice Core {#ariaid-title1}

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

Several types of components are installed with activation of the ServiceNow
Voice Core application (sn_cti_core), including user roles, plugins, and
operation handlers.
Hinweis:  
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](https://www.servicenow.com/docs/access?context=find-components&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

## Roles installed {#instld-with-cloud-call-center__section_wly_yyh_wdb}

{#instld-with-cloud-call-center__table_u1t_gb1_wdb__entry__3}

| 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. {#instld-with-cloud-call-center__ul_xt1_fmq_3rb} | None |
[ ]

{#instld-with-cloud-call-center__table_u1t_gb1_wdb}

## Plugins installed {#instld-with-cloud-call-center__section_xpx_ddr_2nb}

{#instld-with-cloud-call-center__table_ypx_ddr_2nb__entry__2}

| 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. |
[ ]

{#instld-with-cloud-call-center__table_ypx_ddr_2nb}

## Operation handlers installed {#instld-with-cloud-call-center__section_yb5_ldr_2nb}

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.
{#instld-with-cloud-call-center__table_zb5_ldr_2nb__entry__2}

| 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. Hinweis: 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](https://servicenow-prod.fluidtopics.net/MSiLKvIp~yxQizxhKmiXGA#set-pin-ccc "You can set up or reset a phone PIN that can be used for caller authentication during a call with an agent."). |
| fetchVoiceInteraction | Fetches interaction and processes createConversation flag for creating conversation. |
[ ]

{#instld-with-cloud-call-center__table_zb5_ldr_2nb}