---
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


---

# Working with the CTI using the OpenFrame window

# Working with the CTI using the OpenFrame window {#ariaid-title1}

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

Use the OpenFrame window to make a call, answer a call, transfer a call, or set status.

## Answer an incoming call {#ariaid-title2}

Use the OpenFrame window to answer an incoming call.

### Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,
sn_open_frame, or admin

### About this task

The OpenFrame window displays the incoming call, including the phone number and the
customer contact or consumer information.

### Procedure

1. Click Accept.
2. When the call is finished, click End.

## Make an outgoing call {#ariaid-title3}

Use the OpenFrame window to make an outgoing call.

### Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,
sn_open_frame, or admin

### Procedure

1. Select one of the following options.

   | Option | Description |
   | Click the phone icon in the banner frame. | Enter the phone number in the Number field and click Call. |
   | Click the phone icon next to the Contact or Consumer fields on the Case form. | Customer contacts and consumers can have multiple phone numbers. * If only one phone field is populated, a call is placed to that number. * If more than one phone field is populated, a dialog box displays the available numbers. Click the desired number to place the call and close the dialog box. {#t_MakeAnOutgoingCall__ul_dlh_5zc_bx} |
   |-|-|

   {#t_MakeAnOutgoingCall__choicetable_jqk_nzc_bx}
2. When finished with the call, click End.

## Transfer a call {#ariaid-title4}

After accepting an incoming call, a customer service agent can transfer a call to
another agent.

### Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,
sn_open_frame, or admin

### Procedure

1. Answer an incoming call.
2. Click Transfer.
3. Select an agent from the drop-down list.
4. Click Call.

## Set agent call status {#ariaid-title5}

Customer service agents can set their current call status.

### Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,
sn_open_frame, or admin

### Procedure

1. Click the phone icon in the banner frame.
2. Select your availability.

   | Option | Description |
   | Available | The agent is available to take a call. |
   | Not Available | The agent is not available to take a call. |
   | Busy | The agent is currently on a call with a customer. |
   | Wrap Up | The agent is updating case information after completing a call. After completing a call and the subsequent wrap up, an agent must manually change the status from Wrap Up to Available. |
   |-|-|

   {#t_SetAgentCallStatus__choicetable_dsw_qcw_ht}  
   The Presence field in the OpenFrameOpenFrame Agent Presence record is updated with the availability status set for the agent.

*[\>]: and then