0
28.0.0
Zurich, Yokohama Patch 1, Yokohama, Xanadu
The user interface integrates external communication systems (Contact Center Platforms) with ServiceNow. This plugin offers a UI frame that is accessible and available on the ServiceNow platform. Additionally, the plugin provides APIs and events to integrate with the Interaction Controls Component (ICC), and 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 Configurable Workspace without creating Interactions
New in this release:
- OpenFrame support for Global call list for Interaction Controls Component (ICC)
- Allows agents to open a non-Interaction tab with call controls available in the Global call list
- Allows agents to open Interactions directly from the Global call list via "Open interaction" link
- Allows agents to handle phone Interactions with call controls from a non-supported Configurable Workspace
- OpenFrame support for call resiliency
- Allows CCaaS to deliver phone calls without creating Interactions
- OpenFrame support for callback functionality
- Allows agents to use Callback Actions (Call number, Close callback and Retry call) to manage the lifecycle of callbacks
- Required plugins and products
- Subscription: This application requires a subscription to ITSM, CSM, or HR.
- Plugin: OpenFrame UXB Component plugin (v28.0.0 or above).