---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# CTI demo implementation

# CTI demo implementation {#ariaid-title1}

* Release version: Xanadu
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the CTI demo implementation to test the phone communication channel between customer
service agents and external customers in a non-production instance.

The CTI Softphone plugin enables softphone functions and call center capabilities. This plugin
provides integration between the ServiceNow platform and the Twilio Voice service using the
Notify application. This plugin can be activated any time after activating Notify.  
The CTI Softphone plugin includes one OpenFrame configuration, called CTI. This configuration specifies the necessary OpenFrame window settings as well as the URL to be launched within OpenFrame.  
Note:  
The included CTI configuration does not have the Default field enabled. You must enable this field to use the CTI configuration as the default.