0
1.2.0
Zurich, Yokohama, Xanadu, Washington DC Patch 4, Washington DC
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
- 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