0
30.4.8
Brazil, Australia, Zurich, Yokohama Patch 1, Yokohama
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
Changed
- Callback component in agent workspace — Callback phone numbers now display in agent workspace, allowing agents to click-to-call without creating duplicate interactions.
- Click-to-call duplicate prevention — The system now reuses existing callback interactions instead of creating duplicates when agents initiate calls.
Fixed
This release includes minor defect fixes and enhancements.
Not applicable for this application version.
- 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.