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1.0.3
Yokohama Patch 1, Yokohama
The Interaction Controls Component is a framework that enables a Contact Center Platform to integrate with the ServiceNow Configurable Workspace. This framework provides a set of native voice call controls.
The following key features provide call controls for Contact Center Platform telephony:
- Integrate with OpenFrame APIs for Interaction Management System (IMS) and logging
- Idle state component with numeric keypad for dialing outbound calls
- Logout control to easily log out from the Contact Center Platform
- Softphone user interface for active voice call
- Hold and resume call
- Stop and resume call recording
- Mute and unmute microphone
- Transfer calls - Consultative and Cold Transfer
- Disconnect call
- Flag call quality
- Keypad for sending dual tone multi-frequency (DTMF)
- Multi-participant call list
Fix in this release:
- Internal fix for UX standard naming convention.
- Required OpenFrame Bundle 1.2
- CSM/FSM Configurable Workspaces