0
3.0.1
Zurich, Yokohama Patch 1, Yokohama
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 Cold 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
- 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
New in this release:
- Interaction Controls Component support for Global call list
- Global call list for managing one or more calls when user moves away from the Interaction tab.
- Phone directory in the Global Call Component allowing outbound dialing. Directory contains queues, agents, and external numbers stored in CCaaS.
- "Open interaction" link in the global call list allows quick access to Interaction records.
- Interaction Controls Component support for callback functionality.
- List of callback numbers agents can choose to dial back the customers.
- Dial customer action allows callback to the customer.
- Close callback action enables agents to wrap up callback requests.
- Retry call action helps agents retry dialing the customer if the customer does not answer the phone call.
- Countdown timer indicates to agents that begin and end of callback happens automatically.
- Required OpenFrame Bundle v 2.0
- app-openframe-store - 28.0.0 or above
- sn-component-workspace-openframe - 28.0.0 or above
- For optimal experience, the following versions of CSM/FSM Configurable Workspaces is recommended:
- app-cwf-csm-workspace: 25.1.3 or above
- app-cwf-workspace: 25.1.4 or above
- Latest compatible version of UI Builder
- app-ui-builder-bundle: 28.1.58 or above