openFrameAPI - Client

"presence": {    "available": Boolean,   "channels": [Array],  "name": "String",   "sys_id": "String"}

"channels": [  {     "available": Boolean,    "name": "String",    "restrict_update": Boolean,    "service_channel_type": "String",    "sys_id": "String"  }]

</td></tr><tr><td>
details.entity
</td><td>
String
</td><td>
Table or entity name.
</td></tr><tr><td>
details.interaction\_sys\_id
</td><td>
String
</td><td>
Optional. Sys\_id of the interaction record to open as parent tab in Agent Workspace.**Note:** In the platform interface the **interaction\_sys\_id** is ignored.
</td></tr><tr><td>
details.query
</td><td>
String
</td><td>
Query to identify the record to open, such as: `query:'sys_id=<record_sys_id>'`.
</td></tr></tbody></table>|Type|Description||----|-----------||void| |
The following example shows basic usage in platform:

The following example shows how to use the **query** parameter to create a new record with data provided in the form by using sysparm\_query and an encoded query to populate the first and last name fields in Workspace:

## openFrameAPI - openServiceNowFormwithChildTab\(\)
Opens a ServiceNow form with a child tab if invoked in a workspace or opens an entity if invoked in the UI16 interface.
<table id="table_j13_hwv_hyb" class="parameters"><thead><tr><th>
Name
</th><th>
Type
</th><th>
Description
</th></tr></thead><tbody><tr><td>
openServiceNowFormwithChildTab
</td><td>
Object
</td><td>
Defines if the API opens a ServiceNow form with a child tab if invoked in a workspace or opens an entity if invoked in the UI16 interface.```openFrameAPI.openServiceNowFormwithChildTab({  entity: "String",  sys_id: String", 	  parent_entity: "String",	  parent_entity_sys_id: "String"})

</td></tr><tr><td>
activeCall.callbackContext
</td><td>
Object
</td><td>
Only used if the **activeCall.type** property is `callback`. Callback context information for the ongoing callback component.```"callbackContext": {  "callAttemptedByAgent": Boolean,  "callbackNumbers": [Array],  "closeInEndTime": "String",  "customerName": "String",  "dialInEndTime": "String"}

</td></tr><tr><td>
activeCall.currentParticipant.​actor
</td><td>
String
</td><td>
Type of participant on the call.Valid values:
-   agent
**Note:** Other participant types to be added in the future.
</td></tr><tr><td>
activeCall.currentParticipant.​callStartTime
</td><td>
String
</td><td>
Date and time that the call started.Time standard: UTC
Format: RSS - "&lt;day of week&gt;, dd mmm yyyy hh:MM:ss GMT". For example: "Wed, 17 Dec 2024 05:23:41 GMT"
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities
</td><td>
Object
</td><td>
Details about the capabilities that the current \(agent\) participant can perform during a call. The associated icons appear in the Active call component for the capabilities that are enabled.\[Omitted image "OF-active\_call-capabilities.png"\] Alt text: Screen shot of Active call component with capabilities icons

</td></tr><tr><td>
activeCall.currentParticipant.capabilities.monitor
</td><td>
Boolean
</td><td>
Flag that indicates whether the supervisor can monitor a call. Valid values:
-   `true`: Supervisor can monitor. The monitor button is enabled in the UI.-   `false`: Supervisor can't monitor. The monitor button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.capabilities.coach
</td><td>
Boolean
</td><td>
Flag that indicates whether the supervisor can provide coaching on the call. -   `true`: Supervisor can coach. The coaching controls are enabled in the UI.-   `false`: Supervisor can't coach. The coaching controls are disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.capabilities.barge
</td><td>
Boolean
</td><td>
Flag that indicates whether the supervisor can barge into the call \(join an ongoing conversation\). Valid values: \* true: Supervisor can barge in. The barge button is enabled in the UI. \* false: Supervisor cannot barge in. The barge button is disabled in the UI. Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.callbackTransferStatus
</td><td>
String
</td><td>
CCaaS \(Contact Center as a Service\) callback transfer status.Possible values:
-   Success-   Failed-   Empty string \(default\)
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.cancelCallbackTransferEligible
</td><td>
Boolean
</td><td>
Flag that indicates if the cancel callback transfer option is enabled.Valid values:
-   true: Cancel callback transfer option is enabled.-   false: Cancel callback transfer option is disabled.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.closeCallback
</td><td>
Boolean
</td><td>
Flag that indicates whether the close callback button is enabled.Valid values:
-   true: Close callback button is enabled.-   false: Close callback button is disabled.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​dtmf
</td><td>
Boolean
</td><td>
Flag that indicates whether the agent has dual tone multi-frequency \(DTMF\) capability for the current call.Valid values:
-   true: Participant has DTMF capability.-   false: Participant doesn't have DTMF capability.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​endCall
</td><td>
Boolean
</td><td>
Flag that indicates whether the associated participant can end the call.Valid values:
-   true: Participant can end the call. The end call button is enabled in the UI.-   false: Participant can't end the call. The end call button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​flag
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can flag the call for quality issues, such as voice quality problems.Valid values:
-   true: Participant can flag problem calls.-   false: Participant can't flag problem calls.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​hold
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can put the call on hold.Valid values:
-   true: Participant can put the call on hold. The hold button is enabled in the UI.-   false: Participant can't put the call on hold. The hold button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​initiateCall
</td><td>
Boolean
</td><td>
Flag that indicates whether the associated participant can start the call.Valid values:
-   true: Participant can start the call. The initiate call button is enabled in the UI.-   false: Participant can't start the call. The initiate call button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​leaveAndTransfer
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can transfer the call to another agent and then drop off the call. Enable this capability for actions such as consult transfers, where the user who is consulted is not the owner of the call.Valid values:
-   true: Participant can transfer and drop off the call.-   false: Participant can't transfer and drop off the call.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​mergeCall
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can merge the call. Use this capability when the participant's call legs are capable of merging.Valid values:
-   true: Participant can merge the call. The merge button is enabled in the UI.-   false: Participant can't merge the call. The merge button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​mute
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can mute the call.Valid values:
-   true: Participant can mute the call. The mute button is enabled in the UI.-   false: Participant can't mute the call. The mute button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​pauseRecording
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can pause recording the call.Valid values:
-   true: Participant can pause recording the call. The pause recording button is enabled in the UI.-   false: Participant can't pause recording the call. The pause recording button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​resumeRecording
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can resume recording the call.Valid values:
-   true: Participant can resume recording the call. The pause recording button is enabled in the UI.-   false: Participant can't resume recording the call. The pause recording button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​startRecording
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can start recording the call.Valid values:
-   true: Participant can start recording the call. The recording button is enabled in the UI.-   false: Participant can't start recording the call. The recording button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​stopRecording
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can stop recording the call.Valid values:
-   true: Participant can stop recording the call. The stop recording button is enabled in the UI.-   false: Participant can't stop recording the call. The stop recording button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​capabilities.​transfer
</td><td>
Boolean
</td><td>
Flag that indicates whether the participant can transfer the call.Valid values:
-   true: Participant can transfer the call. The transfer button is enabled in the UI.-   false: Participant can't transfer the call. The transfer button is disabled in the UI.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​connectedTime
</td><td>
String
</td><td>
Date and time that the call initially connected.Time base: UTC
Format: RSS - "&lt;day of week&gt;, dd mmm yyyy hh:MM:ss GMT". For example: "Wed, 17 Dec 2024 05:23:41 GMT"
</td></tr><tr><td>
activeCall.currentParticipant.​custom-capability-state-1
</td><td>
Boolean
</td><td>
Flag that indicates whether there are any current participants on the call.Valid values:
-   true: Current participants on the call.-   false: No current participants on the call.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​flagged
</td><td>
Boolean
</td><td>
Flag that indicates whether the call is flagged for an issue, such as a voice quality issue.Valid values:
-   true: Call has been flagged for an issue.-   false: Call hasn't been flagged for an issue.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​held
</td><td>
Boolean
</td><td>
Flag that indicates the participant’s held state.Valid values:
-   true: Participant is on-hold.-   false: Participant isn't on-hold.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​id
</td><td>
String
</td><td>
Required. Sys\_id of the associated participant record, such as the sys\_id of the agent.Table: User \[sys\_user\]
</td></tr><tr><td>
activeCall.currentParticipant.​muted
</td><td>
Boolean
</td><td>
Flag that indicates the participant’s muted state.Valid values:
-   true: Participant is muted.-   false: Participant isn't muted.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​name
</td><td>
String
</td><td>
Participant's name.
</td></tr><tr><td>
activeCall.currentParticipant.​paused
</td><td>
Boolean
</td><td>
Flag that indicates the participant’s paused state.Valid values:
-   true: Participant is paused.-   false: Participant isn't paused.
Default: false
</td></tr><tr><td>
activeCall.currentParticipant.​recording
</td><td>
String
</td><td>
Current recording state of the call.Valid values:
-   in\_progress-   none
</td></tr><tr><td>
activeCall.currentParticipant.supervisor
</td><td>
Object
</td><td>
Container for supervisor-related call control settings. Only applies when `currentParticipant.actor` is "supervisor". ```supervisor: {    "action": "String",    "target": [Array]  }

</td></tr><tr><td>
activeCall.​participants.​actor
</td><td>
String
</td><td>
Type of actor for the associated participant. For example:
-   agent-   customer-   external-   queue
</td></tr><tr><td>
activeCall.​participants.​address
</td><td>
String
</td><td>
Participant's telephone number.
</td></tr><tr><td>
activeCall.​participants.​ani
</td><td>
 
</td><td>
Automatic number identification. Telephone number to display to the receiver of the phone call.
</td></tr><tr><td>
activeCall.​participants.​capabilities
</td><td>
Object
</td><td>
Details about the type of capabilities that the participant has for the associated call.```"capabilities": {  "endCall": Boolean,  "hold": Boolean,  "mute": Boolean}

"activeConversation": [ {   "externalId": "String",  "nowRecordId": "String",   "nowRecordTable": "String",    "wrapUpRequired": Boolean  }]

</td></tr><tr><td>
agentSettings.outboundQueue.currentSelectedQueue
</td><td>
Object
</td><td>
Represents the queue currently selected by the agent. Stores the agent's active queue choice.```"currentSelectedQueue": {      "label": "String",      "id": "String"    }

</td></tr><tr><td>
agentSettings.outboundQueue.targets.id
</td><td>
String
</td><td>
Unique identifier for the queue option. For example: `"queueId2"`.
</td></tr><tr><td>
agentSettings.outboundQueue.targets.label
</td><td>
String
</td><td>
Display name of the queue option. For example: `"Billing Support"`.
</td></tr><tr><td>
idleState
</td><td>
Object
</td><td>
Describes the idle state context of the agent. This context data determines the information that appears on the dial pad when an agent is waiting for a call and the capabilities they have through this dial pad.```idleState { "capability": {Object}, "currentInboundId": "String", "dialpadInfoMessage": {Object}, "enableState": {Object}}

</td></tr><tr><td>
idleState.capability.​globalContactSerarch
</td><td>
Boolean
</td><td>
Flag that indicates whether to display the global contact list while in the idle state.Valid values:
-   true: Display the global contact list.-   false: Don't display the global contact list.
Default: false
</td></tr><tr><td>
idleState.capability.​logOut
</td><td>
Boolean
</td><td>
Flag that indicates whether the user can logout while in the idle state.Valid values:
-   true: User can log out when the call is idle. The log out button appears on the dial pad.-   false: User can't log out when the call is idle.
Default: false
</td></tr><tr><td>
idleState.capability.​outBoundCall
</td><td>
Boolean
</td><td>
Flag that indicates whether the user can make an outbound call while in the idle state.Valid values:
-   true: User can make an outbound call when the call is idle.-   false: User can't make an outbound call when the call is idle.
Default: false
</td></tr><tr><td>
idleState.capability.outboundQueueSelection
</td><td>
Boolean
</td><td>
Flag that indicates whether the outbound queue selection field should be enabled.Valid values:
-   true: Display the outbound queue selection field while in the idle state.-   false: Don't display the outbound queue selection field while in the idle state.
Default: false
</td></tr><tr><td>
idleState.capability.phoneDirectory
</td><td>
Boolean
</td><td>
Flag that indicates whether the phone directory button should be enabled.Valid values:
-   true: Display the phone directory button while in the idle state.-   false: Don't display the phone directory button while in the idle state.
Default: false
</td></tr><tr><td>
idleState.​currentInboundId
</td><td>
String
</td><td>
Inbound identifier of the provider application used to create the outbound call interaction.Table: Located in the id field of the Provider Channel Identities \[sys\_cs\_provider\_application\] table.
Default: Base system provider application
</td></tr><tr><td>
idleState.​dialpadInfoMessage
</td><td>
Object
</td><td>
Details about the information message to display on the user's dial pad, such as the currently selected queue.```"dialpadInfoMessage": {   "label": "String",   "value": "String" }

</td></tr><tr><td>
idleState.​enableState.​logOut
</td><td>
Boolean
</td><td>
Flag that indicates whether to enable the logout button in the UI while in the idle state.Valid values:
-   true: Display the logout button while in the idle state.-   false: Don't display the logout button while in the idle state.
Default: false
</td></tr><tr><td>
idleState.​enableState.​outBoundCall
</td><td>
Boolean
</td><td>
Flag that indicates whether to enable the outbound call button in the UI while in the idle state.Valid values:
-   true: Display the outbound call button while in the idle state.-   false: Don't display the outbound call button while in the idle state.
Default: false
</td></tr><tr><td>
idleState.enableState.outboundQueueSelection
</td><td>
Boolean
</td><td>
Flag that indicates whether the outbound queue selection field should be enabled.Valid values:
-   true: Display the outbound queue selection field while in the idle state.-   false: Don't display the outbound queue selection field while in the idle state.
Default: false
</td></tr><tr><td>
idleState.​enableState.phoneDirectory​
</td><td>
Boolean
</td><td>
Flag that indicates the phone directory button should be enabled.Valid values:
-   true: Display the phone directory button while in the idle state.-   false: Don't display the phone directory button while in the idle state.
Default: false
</td></tr><tr><td>
offerContext
</td><td>
Object
</td><td>
Details about the current participant's offer context for resiliency.```{  "assignment": {Object},  "creationTime": "String",  "description": "String",  "displayContent": {Object},  "externalId": "String",  "externalSegmentId": "String",  "isResilient": Boolean,  "metadata": {Object},  "nowRecordId": "String",  "nowRecordTable": "String",  "providerAppInboundId": "String",  "queueId": "String",  "requesterId": "String",  "transferContent": {Object},  "type": "String"}

</td></tr><tr><td>
offerContext.assignment. allowedToDecline
</td><td>
Boolean
</td><td>
Required. Flag that indicates whether the agent is allowed to decline the assignment.Valid values:
-   true: The agent is allowed to decline the assignment.-   false: The agent is not allowed to decline the assignment.
Default: false
</td></tr><tr><td>
offerContext.assignment. enableAutoAssign
</td><td>
Boolean
</td><td>
Required. Flag that indicates whether an agent receive the assignment automatically.Valid values:
-   true: An agent can receive the assignment automatically.-   false: An agent can not receive the assignment automatically.
Default: false
</td></tr><tr><td>
offerContext.assignment. offeredOn
</td><td>
String
</td><td>
Date at which the offer was made in UTC format \(Www, dd Mmm yyyy HH:mm:ss GMT\).
</td></tr><tr><td>
offerContext.assignment. timeout
</td><td>
String
</td><td>
Time in milliseconds to assign to an agent before timeout.
</td></tr><tr><td>
offerContext.creationTime
</td><td>
String
</td><td>
Optional. Call creation date and time in UTC format \(YYYY-MM-DDTHH:MM:SS\).
</td></tr><tr><td>
offerContext.description
</td><td>
String
</td><td>
Optional. Description of the offer.
</td></tr><tr><td>
offerContext.displayContent
</td><td>
Object
</td><td>
Optional. Unique JSON payload values representing values displayed on screen.
</td></tr><tr><td>
offerContext.externalId
</td><td>
String
</td><td>
Unique value that identifies the current active call on the associated external system.
</td></tr><tr><td>
offerContext.isResilient
</td><td>
Boolean
</td><td>
Optional. Flag that indicates whether the offer context is resilient.Valid values:
-   true: The offer context is resilient.-   false: The offer context is not resilient.
Default: true
</td></tr><tr><td>
offerContext.metadata
</td><td>
Object
</td><td>
Optional. Free-form custom JSON payload values.
</td></tr><tr><td>
offerContext.​nowRecordId
</td><td>
String
</td><td>
Required. Sys\_id of the active call record.Table: Interaction \[interaction\] Only supported option for base system.
</td></tr><tr><td>
offerContext.​nowRecordTable
</td><td>
String
</td><td>
Optional. Use this property to set the work item and segment for transfers.
</td></tr><tr><td>
offerContext. providerAppInboundId
</td><td>
String
</td><td>
Optional. Unique ID from the inbound third-party provider.
</td></tr><tr><td>
offerContext.​queueId
</td><td>
String
</td><td>
Required for regular \(non-transfer\) assignments. Unique ID representing the assignment queue. Use the **transferContent.targetId** property for transfer assignments.
</td></tr><tr><td>
offerContext.​requesterId
</td><td>
String
</td><td>
Required. Unique ID of the offer requester. For voice, this value can be the phone number of the user.
</td></tr><tr><td>
offerContext.transferContent
</td><td>
Object
</td><td>
Details required for transfer assignments.```"transferContent": {  "sourceQueueId": "String",  "targetId": "String",  "targetType": "String",  "transferType": "String"}

</td></tr><tr><td>
searchTargetList.​externalId
</td><td>
String
</td><td>
Unique identifier of the associated call on the CCaaS system.
</td></tr><tr><td>
searchTargetList.​nowRecordId
</td><td>
String
</td><td>
Required. Sys\_id of the record to which the searchTargetList belongs. **Note:** Only records in the Interaction \[interaction\] table are currently supported.
</td></tr><tr><td>
searchTargetList.​nowRecordTable
</td><td>
String
</td><td>
Required. ServiceNow table to which the searchTargetList belongs.Table: Only valid value - `"interaction"`
</td></tr><tr><td>
searchTargetList.​participantID
</td><td>
String
</td><td>
Unique identifier for the participant from the CCaaS system.
</td></tr><tr><td>
searchTargetList.quickStats
</td><td>
Array of Objects
</td><td>
Optional. Applies only to agent entries. A list of status descriptors displayed inline in the agent row for providing agent status information.```"quickStats": [  {    "label": "String",    "value": "String"  }]

</td></tr><tr><td>
searchTargetList.​targets.​payload
</td><td>
Object
</td><td>
Details about the information to display in the transfer call control.The following is an example of a **Transfer call** control that contains a list of agents that the call can be transferred to. The screen shot shows what elements of the UI that each parameter in the **list.payload** controls.
\[Omitted image "OF-search\_payload\_parms.png"\] Alt text: Screen shot of Transfer call window showing parameter association

This example shows an agent payload \(`"searchTargetList.targets.type": "agent"`\).

The following shows an example of a queue payload \(`"searchTargetList.targets.type": "queue"`\).

</td></tr><tr><td>
searchTargetList.​targets.​payload.​list
</td><td>
Array of Objects
</td><td>
Details about the payload for each type of target.```"list": [  {    "hasStats": Boolean,    "id": "String",    "moreInfo": [Array],    "name": "String",    "presence": "String"  }]

</td></tr><tr><td>
searchTargetList.​targets.​payload.​list.​moreInfo.​label
</td><td>
String
</td><td>
Free-form label for the information to display in the pop-up window, such as a **Skill** or **Language**.
</td></tr><tr><td>
searchTargetList.​targets.​payload.​list.​moreInfo.​value
</td><td>
String
</td><td>
Text to display in the pop-up window after the label, such as **CRM certified** or **German**.
</td></tr><tr><td>
searchTargetList.​targets.​payload.​list.​name
</td><td>
String
</td><td>
Name of the agent, external user, or queue. Located in the CCaaS system.
</td></tr><tr><td>
searchTargetList.​targets.​payload.​list.​presence
</td><td>
String
</td><td>
Presence state of the associated agent. This parameter is only valid for a**searchTargetList.targets.type** of `"agent"`.Valid values:
-   available-   away-   busy-   offline
</td></tr><tr><td>
searchTargetList.​targets.​transferSubtypes
</td><td>
Array of Objects
</td><td>
Details about the type of transfer supported for the specified **searchTargetList.targets.type**. This information appears when the user clicks the ellipse next to the target's name in the UI.
\[Omitted image "OF-transferSuptypes.png"\] Alt text: Transfer call component showing transfer types
For example, if only a consult type is supported for the current target type, say queue, this array will contain one object to denote the consult type of transfer.

</td></tr><tr><td>
searchTargetList.​targets.​transferSubtypes.​id
</td><td>
String
</td><td>
Identifier of the transfer subtype.Valid values:
-   blind: Agent directly transfers the customer call to another agent or queue without first speaking to the agent.-   consult: Agent contacts the agent to whom they want to consult, then merges the customer into the call with the consulting agent.
This must correspond to the value in **searchTargetList.targets.transferSubtypes.label**.
</td></tr><tr><td>
searchTargetList.​targets.​transferSubtypes.​label
</td><td>
String
</td><td>
Label of the transfer subtype. If you don't pass a label, nothing appears in the UI for transfer subtype.Valid values:
-   Blind-   Consult
This must correspond to the value in **searchTargetList.targets.transferSubtypes.id**.
</td></tr><tr><td>
searchTargetList.​targets.​type
</td><td>
String
</td><td>
Type of target.Valid values:
-   agent-   external-   queue
</td></tr><tr><td>
searchTargetList.targetTypes
</td><td>
Array of Strings
</td><td>
Optional. Specifies which tabs to display in the Phone Directory component based on the given interaction.```targetTypes: ["String", "String", "String"]