---
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


---

# Components installed with CTI Softphone

# Components installed with CTI Softphone {#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

Several types of components are installed with CTI Softphone.

## Tables installed with CTI Softphone {#ariaid-title2}

Tables are added with activation of CTI Softphone.
{#r_TIWCTISoftphone__table_udf_cmc_kt__entry__2}

| Table | Description |
|-|-|
| User CTI Status | Stores the agent's availability status. |
[Tabela 1. Tables for activation of CTI Softphone]

{#r_TIWCTISoftphone__table_udf_cmc_kt}

## Script includes installed with CTI Softphone {#ariaid-title3}

Script includes are added with activation of CTI Softphone.
{#r_ScrIncInstallWCTISoftphone__table_olq_wtw_kt__entry__2}

| Script include | Description |
|-|-|
| CTIAjaxUtility | Ajax class that provides helper functions to set and get user states, get incoming call context, log a call, and queue and dequeue a call. |
[ ]

{#r_ScrIncInstallWCTISoftphone__table_olq_wtw_kt}

## Business rules installed with CTI Softphone {#ariaid-title4}

Business rules are added with activation of CTI Softphone.
{#r_BRIWCTISoftphone__table_jhr_czw_kt__entry__3}

| Business rule | Table | Description |
|-|-|-|
| Route available user for Incident Task | User CTI Status \[user_cti_status\] | Demo business rule to dequeue a call based on matching rules whenever an agent becomes available. |
[ ]

{#r_BRIWCTISoftphone__table_jhr_czw_kt}