0
29.3.1
Australia, Zurich, Yokohama Patch 1, Yokohama, Xanadu
Standalone Application
The Interaction Controls Component (ICC) framework integrates external contact center platforms with ServiceNow. It provides a UI frame, APIs, and events that enable communication between your contact center platform and ServiceNow, including support for callback functionality.
- Context identification
- Links to forms
- Click-to-call capability
- OpenFrame window actions
- Integration with Interaction Management System (IMS)
- OpenFrame APIs
- Integration with Interaction Controls Component (ICC)
- Integration with callback
- Support for call resiliency for CCaaS delivering phone calls to the CSM Configurable Workspace without creating Interactions
Fixed in this release:
Agent presence now syncs correctly to the softphone on initial page load. Previously, the agent's availability state was not applied during initialization, requiring a manual status change to restore sync with CCaaS.
- Required plugins and products
- Subscription: This application requires a subscription to ITSM, CSM, or HR.
- Plugin: OpenFrame UXB Component plugin (v29.2.0 or above).