0
26.10.2
Yokohama Patch 1, Yokohama, Xanadu
The user interface to integrate external communication systems (Contact Center Platforms) with ServiceNow. This plugin offers a UI frame that is accessible and available on the ServiceNow Platform. The plugin also provides APIs and events to integrate with the Interaction Controls Component (ICC).
- 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)
Fixed in this Release
- Enhanced Interaction creation performance when using click-to-call for outbound calls.
- Resolved issue where the Outbound Interaction was not displaying while using click-to-call from a Consumer record.
- Aligned OpenFrame events naming convention for event name as per best practice.
- Resolved issue when POST voiceInteractionCreationAPI was not creating phone log record.
- Resolved issue when PATCH voiceInteraction API was not setting Phone Log and Interaction correctly. This can occur when:
- existing Phone Log does not get updated with the latest values passed via PATCH API
- new Phone Logs are created with empty field values
- short description does not get updated
- Interaction does not go to "Closed Complete" status even when PATCH API is invoked with state = closed_complete
- Required plugins and products
- This application requires a subscription to ITSM, CSM, or HR.
- OpenFrame UXB Component plugin