0
4.2.0
Australia, Zurich, Yokohama Patch 1, Yokohama
Standalone Application
The Interaction Controls Component (ICC) 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 the Contact Center Platform telephony:
- Integration with OpenFrame APIs for Interaction Management System (IMS) and logging
- Idle state component with a numeric keypad for dialing outbound calls
- Logout control to easily log out from the Contact Center Platform
- Softphone user interface for active voice calls
- Hold and resume calls
- Stop and resume call recording
- Mute and unmute the microphone
- Transfer calls (Consult and Blind Transfer) to queues, agents, or external contacts or numbers
- Disconnect calls
- Flag call quality keypad for sending dual-tone multi-frequency (DTMF) signals
- Multi-participant call list
- Help Request (to initiate the help request workflow with supervisors)
- Integration with OpenFrame APIs for rendering call controls for Global Call List Component support
- Multiple call appearances for handling multi-party calls, and multiple calls for separate conversations
- Phone Directory for making new outbound calls to queues, agents, and/or external numbers stored in the Contact Center Platform
- Call resiliency flow
- Support for callback
- List of callback numbers to dial
- Dial customer or close callback
- Retry calls to reach out to the customers
- Countdown timer for auto-begin, and end of callbacks
- Supervisor flow [monitor, barge-in, or coaching]
- User interface for outbound queue selection
New in this Release:
- The Transfer and Phone Directory agent target lists now display real-time agent status and call handling data.
- The Transfer target list and Phone Directory now support hiding individual target types (Agent, Queue, or External) based on CCaaS platform capabilities.
- When event tracking is enabled, agent interactions with voice controls are captured as event metrics for Active Call Components and available in Usage Insights under Platform Analytics.
Fix in this Release:
- Resolved an issue where events were not published when agents cleared the outbound queue selection.
- Resolved an issue where the dial pad Phone Directory was missing the Call button for each contact.
- Required OpenFrame Bundle versions:
- app-openframe-store - 29.2.0 or above
- sn-component-workspace-openframe - 29.2.0 or above
- For optimal experience, the following versions of CSM/FSM Configurable Workspaces is recommended:
- app-cwf-csm-workspace: 25.2.6 or above
- app-cwf-workspace: 25.2.19 or above
- Latest compatible version of UI Builder
- app-ui-builder-bundle: 28.1.59 or above
- app-ui-builder-bundle: 28.1.59 or above