---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama 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: Yokohama  
Updated January 30, 2025  
![](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=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US)
* [Computer Telephony Integration workflows](https://servicenow-prod.fluidtopics.net/nKAysEEOH7Dr5Rqdvcv2pA "Computer Telephony Integration (CTI) enables customer service agents to place and receive phone calls in ServiceNow applications.")
* [Integrating contact centers with Interaction Controls Component (ICC) for voice calls](https://servicenow-prod.fluidtopics.net/0PtMW0t5KP5pw9O4AGBGhg "The ServiceNow Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view, equipping them with the tools needed to enhance agent productivity and customer experience.")
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