---
title: Scripting for operation handlers
description: You can use the APIs in the ServiceNow Voice framework to create a seamless voice call experience for your callers and agents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/cloud-call-center-api.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Setting up ServiceNow Voice, ServiceNow Voice, Manage people and work capabilities, Extend ServiceNow AI Platform capabilities]
---

# Scripting for operation handlers

You can use the APIs in the ServiceNow Voice framework to create a seamless voice call experience for your callers and agents.

The CTIOperationRequest API provides methods to set and get data on the current CTIOperationRequest object. For information on this API, see [CTIOperationRequest - Scoped, Global](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/api-reference/server-api-reference/CTIOperationRequestAPI.md).

The CTIOperationResponse API provides methods to set and get data on the current CTIOperationResponse object. For information on this API, see [CTIOperationResponse - Scoped, Global](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/api-reference/server-api-reference/CTIOperationResponseAPI.md).

The CTI API provides REST resources that enable Computer Telephony Integration \(CTI\) providers to interact with the Voice framework. For information about this API, see [CTI API](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/api-reference/cti-api.md).

-   **[Provider configuration in Voice](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/provider-configuration-ccc.md)**  
For both inbound and outbound calls, a provider configuration contains settings about the involved components and message transformers for a specific third-party phone system provider. Any request from that phone system provider is handled within ServiceNow based on these settings.
-   **[Extension points in Voice](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/extension-point-ccc.md)**  
Using extension points, you can call the custom scripts to extend the functionality of ServiceNow Voice. While integrating a third-party phone system with ServiceNow Voice, you can invoke extension points using the CTI API to handle events in ServiceNow Voice.

**Parent Topic:**[Setting up ServiceNow Voice](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/ccc-setup.md)