---
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


---

# OpenFrame events for work items, agent presence, and interactions

# OpenFrame events for work items, agent presence, and interactions {#ariaid-title1}

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

Use OpenFrame events to achieve better integration between Advanced Work Assignment (AWA) and Computer telephony integration (CTI) and aide in
improved call routing.  
OpenFrame events are enabled by default when your administrator installs the Openframe plugin (com.sn_openframe) and Advanced Work Assignment for CSM plugin (com.sn_csm.awa).  
Note:  
The Advanced Work Assignment for CSM (com.sn_csm.awa) plugin is automatically installed with the Customer Service plugin (com.sn_customerservice).

As a CTI developer, ensure that you subscribe to the following events by using the
subscribe method of the openFrameAPI.​ For more information, see [openFrameAPI - Client](https://www.servicenow.com/docs/access?context=c_openFrameAPI&version=xanadu&pubname=xanadu-api-reference&ft:locale=en-US).
{#openframe-cti-events__table_ryx_b3g_x4b__entry__2}

| Event | Description |
|-|-|
| openframe_awa_agent_presence | Events are sent to OpenFrame when an agent's presence state changes. |
| openframe_awa_workitem_offered | Events are sent to OpenFrame when a work item is offered to an agent. |
| openframe_awa_workitem_accepted | Events are sent to OpenFrame when a work item is accepted by an agent. |
| openframe_awa_workitem_rejected | Events are sent to OpenFrame when a work item is rejected by an agent. |
| openframe_agent_off_interaction | Events are sent to OpenFrame indicating the presence of an agent on chat as off or available. |
[Table 1. OpenFrame events]

{#openframe-cti-events__table_ryx_b3g_x4b}

Add and activate an OpenFrame configuration by navigating to OpenFrame \> Configurations. For more information, see [Create an OpenFrame configuration](https://servicenow-prod.fluidtopics.net/nRkmoqWXJmeg~DT8d73Tfg "This configuration specifies the OpenFrame window settings as well as the URL to be launched within OpenFrame.").

## Sample payloads {#openframe-cti-events__section_fdw_khg_x4b}

Refer to the sample payloads for each event as described in the following table.
{#openframe-cti-events__table_xgj_vhg_x4b__entry__2}

| Event | Sample payload |
|-|-|
| openframe_awa_agent_presence | { "result":{ "presence":{ "name":"Available", "sys_id":"0b10223c57a313005baaaa65ef94f970", "available":true, "channels":[ { "name":"Case", "available":true, "sys_id":"d4a675e3739713004a905ee515f6a7e7", "restrict_update":false }, { "name":"Phone", "available":true, "sys_id":"f6281cc39335330090813a53177ffb32", "restrict_update":false }, { "name":"Chat", "available":true, "sys_id":"27f675e3739713004a905ee515f6a7c3", "restrict_update":false } ] } } } |
| openframe_awa_workitem_offered | { "result":{ "workItem":{ "sys_id":"ade107591bf66410b8e3ea06624bcbce", "size":1, "serviceChannel":{ "name":"Case", "sys_id":"d4a675e3739713004a905ee515f6a7e7" }, "document":{ "sys_id":"37a187591bf66410b8e3ea06624bcbef", "table":"sn_customerservice_case" } } } } |
| openframe_awa_workitem_accepted | { "result":{ "workItem":{ "sys_id":"ade107591bf66410b8e3ea06624bcbce", "size":1, "serviceChannel":{ "name":"Case", "sys_id":"d4a675e3739713004a905ee515f6a7e7" }, "document":{ "sys_id":"37a187591bf66410b8e3ea06624bcbef", "table":"sn_customerservice_case" } } } } |
| openframe_awa_workitem_rejected | { "payload":{ "workItem":{ "sys_id":"66c4071d1bf66410b8e3ea06624bcb59", "size":1, "serviceChannel":{ "name":"Case", "sys_id":"d4a675e3739713004a905ee515f6a7e7" }, "document":{ "sys_id":"b6a4c31d1bf66410b8e3ea06624bcb93", "table":"sn_customerservice_case" }, "rejection":{ "reason":"Not my expertise", "sys_id":"31e3fa29b38023002e7b6e5f26a8dc17" } } } } |
| openframe_agent_off_interaction | { "result":{ "interaction":{ "sys_id":"da1dc9651bbe6410b8e3ea06624bcb51", "number":"IMS0000050", "type":"chat", "reason":"INTERACTION_INACTIVE" } } } |
[Table 2. Events and their sample payloads]

{#openframe-cti-events__table_xgj_vhg_x4b}
**Related concepts**   

* [OpenFrame overview](https://servicenow-prod.fluidtopics.net/d_q3nsNzt6_aa2m3ACk1cw "OpenFrame provides a communication frame that customer service agents use to place and receive customer calls.")