Components installed with ServiceNow Voice Core

Several types of components are installed with activation of the ServiceNow Voice Core application (sn_cti_core), including user roles, plugins, and operation handlers.

Note: The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Roles installed

<table id=“table_u1t_gb1_wdb”><thead><tr><th>

Role title [name]

</th><th>

Description

</th><th>

Contains roles

</th></tr></thead><tbody><tr><td>

CTI service account

</td><td>

Allows communication between the third-party phone system instance and the ServiceNow instance.

</td><td>

sn_openframe_api_user

</td></tr><tr><td>

CTI admin

</td><td>

Creates the framework for integration with a third-party phone system.

</td><td>

None

</td></tr><tr><td>

CTI user manager

</td><td>

• Can access the Call Analysis tab and interaction to analyze transcripts, recordings, and sentiments.

• Can manage the CTI-enabled user PIN.

</td><td>

None

</td></tr></tbody> </table>## Plugins installed

Plugin Description Interaction Management (com.glide.interaction) Enables interaction logging, routing, and queueing Openframe (com.sn_openframe) Provides an interface to integrate a communication frame to place and receive calls.

Operation handlers installed

Operation handlers are defined in the ServiceNow instance to run a script based on the intent of the caller and provide response to the caller.

<table id=“table_zb5_ldr_2nb”><thead><tr><th>

Plugin

</th><th>

Description

</th></tr></thead><tbody><tr><td>

$transcript

</td><td>

Saves the call transcript

</td></tr><tr><td>

$query2ssml

</td><td>

Securely queries tables and returns the response as ssml

</td></tr><tr><td>

workItemEvent

</td><td>

If the Advanced Work Assignment plugin (com.glide.awa) is installed, creates a work item on Advanced Work Assignment table before routing the call to agent, and associates an interaction with the work item.Note: In a contact flow, invoke this operation handler in the Invoke AWS Lambda Function node just before transferring the flow to a queue

</td></tr><tr><td>

interactionEvent

</td><td>

Defines the life cycle of the an Amazon Web Services (AWS) interaction event, such as initiating an interaction and associating an agent and caller to the interaction

</td></tr><tr><td>

authenticate

</td><td>

Authenticates a user based on the PIN. For information on PIN configuration, see Configuring a phone PIN.

</td></tr><tr><td>

fetchVoiceInteraction

</td><td>

Fetches interaction and processes createConversation flag for creating conversation.

</td></tr></tbody> </table>Parent Topic:ServiceNow Voice reference