Brazil, Australia, Zurich, Yokohama
Standalone Application
External Agent Management Util Pack allows Contact Center as a Service (CCaaS) integration to sync Agent ID between CCaaS and ServiceNow Platform.
Key Features:
- Amazon Connect Softphone (open in OpenFrame) user records are logged in the External Agent Mapping
table to sync the agent’s status and UserID - CCaaS integration for CTI and Unified Routing user records can be logged in the External Agent Mapping
table to sync the agent’s status and UserID
Defect fixes
Not applicable for this application version.
- Required plugins and products
- Dependencies
- Properties that need to be created or set to activate the content pack
- Affected business rules
- Affected script inclusions
- .jar files that need to get uploaded, as required