---
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


---

# Computer Telephony Integration Workflows

# Computer Telephony Integration Workflows {#ariaid-title1}

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

Computer Telephony Integration (CTI) enables customer service agents to place and
receive phone calls in ServiceNow applications.

The following sample workflows show how CTI can be integrated with Interaction Management
System (IMS) and OpenFrame (OF) to support outgoing and incoming telephone calls.

## CTI integration for outgoing call {#cti-workflows__section_n5h_13t_bkb}

The following workflow describes the logical sequence of actions when an outgoing call is
triggered using the OpenFrame window.

## CTI integration for incoming call {#cti-workflows__section_nd3_h3t_bkb}

The following workflow describes the logical sequence of actions when an incoming call is
received using the OpenFrame window.

## CTI integration for transferring call {#cti-workflows__section_ur3_m3t_bkb}

The following workflow describes the logical sequence of actions when an incoming call is
transferred to an agent.

## CTI call interactions operations {#cti-workflows__section_drb_kq4_ckb}

CTI integration with IMS and OF uses the <kbd class="ph userinput">OpenframeInteractionUtility</kbd>
script. You can use the<kbd class="ph userinput">createOrUpdateInteractionForOpenframe</kbd> method
from the utility script to create an interaction. For more information about creating
interaction using APIs, see Interaction Management API.