---
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


---

# Configure the CTI demo

# Configure the CTI demo {#ariaid-title1}

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

Before the phone communication channel between customer service agents and external
customers can be used, the Notify, CTI Softphone, Customer Service Management, and
Openframe plugins must be activated and configured, and a Twilio Voice account must be set
up.

## Before you begin

Role required: admin

## Procedure

1. [Activate Notify](https://www.servicenow.com/docs/access?context=t_ActivateNotify&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) (com.snc.notify).
2. Set up a Twilio Voice account.  
   You can create an account at https://www.twilio.com.
3. [Configure Notify with Twilio](https://www.servicenow.com/docs/access?context=t_ConfigureNotifyWithTwilio&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).
4. [Activate the CTI Softphone plugin (com.snc.cti)](https://servicenow-prod.fluidtopics.net/Yxh6DCya4ppkBwkrihxExg "After Customer Service Management is activated, you can activate additional plugins that provide demo data and enable various features.").  
   If you want to load the demo data for CTI Softphone, you must also activate the Customer Service CTI Demo Data plugin (com.snc.customerservice_cti_demo). This demo data includes sample workflows.
5. [Activate
   the Customer Service plugin (com.sn_customerservice)](https://servicenow-prod.fluidtopics.net/gmhq3WiVb1yoIBMOCQX4Ag "You can activate the Customer Service plugin (com.sn_customerservice) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.").
6. Activate the Openframe plugin (com.sn_openframe).  
   Activating the Customer Service Management plugin automatically activates the Openframe plugin.
7. 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.") or use the default CTI configuration by enabling the Default field.