---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Computer Telephony Integration in Service Operations Workspace

# Computer Telephony Integration in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.  
The OpenFrame window is available to agents with the following roles.

* sn_openframe_user
* sn_customerservice_agent
* sn_customerservice.consumer_agent
* admin
{#configure-cti-sow__ul_qwq_lpm_yyb}

After getting the required role, CTI must be enabled in the Service Operations Workspace by the admin. For more information about enabling CTI in the Service Operations Workspace, see [Enable Computer Telephony Integration providers to interact with the Service Operations Workspace](https://servicenow-prod.fluidtopics.net/OWyK_HhQH8PHOuEjhmRAiQ "Enable an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.").  
After the CTI integration, the agent can call a user using the phone number in the user profile and contact cards through any of these options:  
Note:  
The application's default CTI windows in the following images are provided for
demo purposes only.
Ensure that your instance contains the required connectors for communication.

* Record information from the contextual side panel of a record.  
  Figure 1. CTI call from record information
* On-call escalation.  
  Figure 2. CTI call from an on-call escalation
{#configure-cti-sow__ul_sqp_yzc_xyb}
**Related concepts**   

* [Knowledge Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/OjGC_chJF1qqEzAJ8UMkkA "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.")
* [Major Incident Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/9f4I6JcGUMI0Txrw8VjrDg "Create and manage major incidents in Service Operations Workspace.")
* [On-Call Scheduling in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/iAh6oLkXtqzk0v0uwRVkKA "Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.")
* [Problem Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Sf~FTcIFiJsZ1CLFCjg2aA "When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.")
* [Recommendation Framework in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/9w4yBpL3jfpYS7dkcZnoWw "An agent can view dynamic and contextual recommendations and perform a relevant action.")
* [Recommended Actions for ITSM in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/LGd8rCr4QXw7BGGrFEn5eQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace.")
* [ServiceNow integrations with Microsoft Teams in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/puUY2qNsBN2fbUcJ_X7Umg "You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.")
* [Service Level Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Np4kt4ICCOOHv7faOGTHMg#slm-sow "You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.")
* [Walk-up Experience management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/6Fvd85oK7qkjX8gOIGZe9w "Manage your Walk-up interactions and queues in Service Operations Workspace.")
* [Collaboration in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/_lczuHrV~~LU5tdTEuP26Q "Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.")
* [Universal Request in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Bn56bee4wzGD_09YJ4go_w "The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.")
* [Universal Task in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/w_HGu1H0AI0W06aboUL7XQ "Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.")
* [Resetting password using Service-desk assisted Password Reset in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/L5N_bJgEA3WK5ubGXHR2Nw "The Password Reset for Service Operations Workspace application enforces strong and secure passwords by enabling end users to reset or change their passwords by requesting the service desk agent.")