{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":47465,"path":"servicenow-platform/instld-with-cloud-call-center.md","title":"Components installed with ServiceNow Voice Core","bundle":null,"doc_type":null,"release":"australia","body":"\n# Components installed with ServiceNow Voice Core\n\nSeveral types of components are installed with activation of the ServiceNow Voice Core application \\(sn\\_cti\\_core\\), including user roles, plugins, and operation handlers.\n\n**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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/find-components.md).\n\n## Roles installed\n\n<table id=\"table_u1t_gb1_wdb\"><thead><tr><th>\n\nRole title \\[name\\]\n\n</th><th>\n\nDescription\n\n</th><th>\n\nContains roles\n\n</th></tr></thead><tbody><tr><td>\n\nCTI service account\\[sn\\_cti\\_core.service\\]\n\n</td><td>\n\nAllows communication between the third-party phone system instance and the ServiceNow instance.\n\n</td><td>\n\nsn\\_openframe\\_api\\_user\n\n</td></tr><tr><td>\n\nCTI admin\\[sn\\_cti\\_core.admin\\]\n\n</td><td>\n\nCreates the framework for integration with a third-party phone system.\n\n</td><td>\n\nNone\n\n</td></tr><tr><td>\n\nCTI user manager\\[sn\\_cti\\_core.user\\_manager\\]\n\n</td><td>\n\n-   Can access the Call Analysis tab and interaction to analyze transcripts, recordings, and sentiments.\n-   Can manage the CTI-enabled user PIN.\n\n</td><td>\n\nNone\n\n</td></tr></tbody>\n</table>## Plugins installed\n\n|Plugin|Description|\n|------|-----------|\n|Interaction Management \\(com.glide.interaction\\)|Enables interaction logging, routing, and queueing|\n|Openframe \\(com.sn\\_openframe\\)|Provides an interface to integrate a communication frame to place and receive calls.|\n\n## Operation handlers installed\n\nOperation handlers are defined in the ServiceNow instance to run a script based on the intent of the caller and provide response to the caller.\n\n<table id=\"table_zb5_ldr_2nb\"><thead><tr><th>\n\nPlugin\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\n$transcript\n\n</td><td>\n\nSaves the call transcript\n\n</td></tr><tr><td>\n\n$query2ssml\n\n</td><td>\n\nSecurely queries tables and returns the response as ssml\n\n</td></tr><tr><td>\n\nworkItemEvent\n\n</td><td>\n\nIf 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\n\n</td></tr><tr><td>\n\ninteractionEvent\n\n</td><td>\n\nDefines 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\n\n</td></tr><tr><td>\n\nauthenticate\n\n</td><td>\n\nAuthenticates a user based on the PIN. For information on PIN configuration, see [Configuring a phone PIN](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/set-pin-ccc.md).\n\n</td></tr><tr><td>\n\nfetchVoiceInteraction\n\n</td><td>\n\nFetches interaction and processes createConversation flag for creating conversation.\n\n</td></tr></tbody>\n</table>**Parent Topic:**[ServiceNow Voice reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/ccc-reference.md)\n\n"}}