---
title: Voice Controls Simulator tool
description: The Voice Controls Simulator tool enables CCaaS partners and customers to simulate and test voice control UI flows within the CRM Workspace.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/voice-control-simulator-tool.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Enable ICC for CCaaS calls and callbacks, Configure voice, Configure omnichannel, Configure, Customer Service Management]
---

# Voice Controls Simulator tool

The Voice Controls Simulator tool enables CCaaS partners and customers to simulate and test voice control UI flows within the CRM Workspace.

CCaaS partners can test and validate call features within the UI to preview capabilities and verify readiness for Interaction Controls Component \(ICC\) voice integration. For example, CCaaS admins integrating with ICC voice capability can use this tool to view available voice features and their appearance in the UI.

Review the Voice Controls Simulator tool video to get an overview of how the tool works.

\[Omitted video\] Description: Voice Controls Simulator tool overview

## Key features

The Voice Controls Simulator tool enables admins to test various voice workflows and preview how voice features display in the CRM Workspace. This capability helps streamline the configuration and validation of CCaaS voice control capabilities.

The following are key features for the Voice Controls Simulator tool capability:

-   Enables you to simulate and test voice control actions within the CRM Workspace.
-   Provides an agent session as a simulation for idle state.
-   Enables you to view simulated phone calls in the Global Call component, Active Call component, and Call transfer.
-   Supports adding participants to replicate customer or agent interactions during simulated calls.
-   Offers help tips and guidance to assist users in configuring the simulator.

|Simulator steps|Description|
|---------------|-----------|
|[Launch simulator](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/launch-voice-controls-simulator.md)|After meeting all prerequisites, you’re ready to launch the tool in the CRM Workspace.|
|[Set Idle state](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/setup-idle-state-and-directory.md)|This state is the agent's initial state in the simulator. The agent can make an outbound call using the keypad or the phone directory. Additionally, if the agent doesn't want to take anymore calls they can log out of CCaaS.|
|[Configure Transfer capabilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-transfer-capability.md)|If you select **Transfer** during the **Set Agent Capabilities** step, you can configure transfer options for agents, queues, external numbers, and direct dial.|
|[Set Agent capabilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/adding-participants.md)|Set up call controls for the simulated agent flow for an active call.|

See [Set up the Voice Controls Simulator tool](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/set-up-voice-controls-simulator-tool.md).