---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Computer Telephony demo integration with the Case form

# Computer Telephony demo integration with the Case form {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Activating the CTI Softphone plugin enables call-related features on the Case
form.

The customer service or consumer service agent can use the phone icon next to the
Contact and Consumer
fields on the Case form to make a phone call. The phone icon appears next to
these fields if the entity record has at least one phone field (ph_number)
and at least one of those phone fields contains a phone number.

The phone icon is a reference contribution that can be added to any reference
field by modifying the dictionary and adding the following attribute:
ref_contributions=show_phone_customer_service.  
Nota:  
If you're using a third-party provided CTI application, then you can integrate with the show_phone UI macro to make calls. For more information on UI macros, refer to [UI macros installed with OpenFrame](https://servicenow-prod.fluidtopics.net/y5HseAlpsuS5bNMep2xizA#r_InstalledWithOpenFrame "Several types of components are installed with OpenFrame.")  
Select the phone icon to call a consumer or contact.

* If only one phone field is populated, a call is placed to that number.
* If more than one phone field is populated, a dialog box displays the available numbers. Select the desired number to call and close the dialog box.
{#c_CTIIntegrationWithTheCaseForm__ul_azq_4cy_yw}  
Figura 1. Select Phone Number dialog box

Incoming and outgoing calls are logged in the Phone Log \[sn_openframe_phone_log\]
table. Call details are recorded in the Activity
field on the Case form and in the Phone related
list.

## CTI demo integration with case routing {#ariaid-title2}

An incoming call from a customer contact or a consumer can be routed to an
available customer service agent.

Similar to the other communication channels, incoming calls from customer
contacts and consumers can be routed to a specific agent by using matching
rules. If an agent is not available, the call can be placed in a queue.
After the agent is free, the matching call in the queue with the longest
wait time is rerouted to the agent.

Case routing is enabled as an activity in a workflow. In the Call Center demo
workflow (available with the Customer Service CTI Demo Data plugin), a call
is forwarded to an agent after the caller either creates a new case or
enters a valid number for an existing case.

If no agents are available, the call goes into a queue and remains there until an
agent becomes available. If a call is in the queue for longer than 10
minutes, it is forwarded to voice mail and the caller is asked to leave a
message.
**Referência relacionada**   

* [Routing and assigning customer service cases](https://servicenow-prod.fluidtopics.net/~YQndx2Zd1t3qutasDWv8Q "The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents.")