---
title: Launching the simulator
description: This feature lets agents set up and test their voice workflow in a simulated environment without the hassle of uploading payloads for testing call-flows. The Voice Controls Simulator is only available from the CRM Workspace.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/launch-voice-controls-simulator.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Set up the Voice Controls Simulator tool, Voice Controls Simulator tool, Enable ICC for CCaaS calls and callbacks, Configure voice, Configure omnichannel, Configure, Customer Service Management]
---

# Launching the simulator

This feature lets agents set up and test their voice workflow in a simulated environment without the hassle of uploading payloads for testing call-flows. The Voice Controls Simulator is only available from the CRM Workspace.

## Before you begin

Role required: CCaaS admin

## Procedure

1.  Select the phone icon in the header to open the Voice Controls Simulator tool.

2.  Select **Launch test tool** to open the simulator in a new tab to begin configuration.

    \[Omitted image "int-launch-simulator-tool.png"\] Alt text: Launch the simulator from you workspace

3.  Begin the simulation by setting the idle state capabilities.

    For guidance, select the info icon to open the **Getting Started window**, which provides an overview of each phase in the simulator.


## What to do next

Configure idle state capabilities, such as outbound call, logout, and phone directory. See [Setting idle state](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/setup-idle-state-and-directory.md).