---
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


---

# Enable Computer Telephony

# Enable Computer Telephony Integration providers to interact with the 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  
Enable an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.

## Before you begin

Enable the following plugins.

* com.snc.notify
* com.snc.cti
* com.sn_openframe

{#integrate-cti-sow__ul_omw_y3m_yyb}For more information about installing and enabling a plugin, see [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

Role required: admin

## About this task

The CTI integration helps an agent call a user using the phone number in the user profile and contact cards. The ServiceNow application uses the OpenFrame API when an agent initiates a call. The OpenFrame API helps the ServiceNow AI Platform® communicate with the connectors, such as an Amazon connector, already configured in the application.

For more information about CTI integration, see [Integrating with Computer Telephony Integration (CTI)](https://www.servicenow.com/docs/access?context=cti-csm-integration&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).

For more information on the various OpenFrame APIs, see [openFrameAPI - Client](https://www.servicenow.com/docs/access?context=c_openFrameAPI&version=australia&pubname=australia-api-reference&ft:locale=en-US).

## Procedure

1. From the Allsys_properties.list.
2. Open the sn_sow.default_call_from_contact_page property.
3. In the Value field, specify <kbd class="ph userinput">CTI</kbd>.
4. Select Update.
{#integrate-cti-sow__steps_wmz_zcx_gzb}

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