---
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


---

# Integrating with Computer Telephony Integration (CTI)

# Integrating with Computer Telephony Integration (CTI) {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Integrate Customer Service Management with Computer Telephony Integration (CTI). This integration enables the Customer Service application to support inbound and outbound telephone calls.

Starting with the Australia release, the Computer Telephony Integration (CTI) plugin is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to
be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.  
Customer service agents can do the following with CTI:

* Make an outgoing call to a phone number.
* Receive an incoming call from a phone number or from another user within the system.
* Transfer a call to another user within the system.
* Place a call on mute.
* Set their availability status.
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CTI does not require any specific user role except the OpenFrame user (sn_openframe_user) role. Roles are based on the application using CTI.  
For more information, see the following topics:

* [Computer Telephony Integration](https://www.servicenow.com/docs/access?context=r_ComputerTelephonyIntegration&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
* [Computer Telephony Integration workflows](https://servicenow-prod.fluidtopics.net/MM4iVo4BnFIFa7PDva15Cg "Computer Telephony Integration (CTI) enables customer service agents to place and receive phone calls in ServiceNow applications.")
* [Interaction Controls Component (ICC) for voice calls](https://servicenow-prod.fluidtopics.net/5vm4JaTJludrCAn7oSQXBg "The ServiceNow Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view, equipping them with the tools needed to enhance agent productivity and customer experience.")
{#cti-csm-integration__ul_hcq_gdg_3cc}