0
28.2.0
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:
- OpenFrameAPI - SetICContext includes the following new context for setting the outbound queue selection feature:
- setICContext("idleState") - displays the queue selection UI when enabled
- setICContext("agentSettings") - sets the default queue option for the agent
- Enhanced click-to-dial feature includes outbound queue selection capability when the feature is enabled
- Required plugins and products
- Subscription: This application requires a subscription to ITSM, CSM, or HR.
- Plugin: OpenFrame UXB Component plugin (v28.2.0 or above).