---
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


---

# Integrating with Computer Telephony Integration (CTI)

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

* Release version: Xanadu
* 
* Updated August 8, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Integrate Customer Service Management with Computer Telephony Integration (CTI). This integration enables the Customer Service application to support inbound and outbound telephone calls.  
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=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US)
* [Computer Telephony Integration workflows](https://servicenow-prod.fluidtopics.net/5Sm_~Hb6cMY7tc8DykN2hQ "Computer Telephony Integration (CTI) enables customer service agents to place and receive phone calls in ServiceNow applications.")
{#cti-csm-integration__ul_hcq_gdg_3cc}