0
2.2.0
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 call
- Hold and resume calls
- Stop and resume call recording
- Mute and unmute the microphone
- Transfer calls (Consult and Cold Transfer) to queue, agents, or external (contacts or number)
- Disconnect calls
- Flag call quality Keypad for sending dual-tone multi-frequency (DTMF) signals
- Multi-participant call list
New in this release:
- A new tab on the Transfer UI for External (Transfer) when user invokes the transfer feature from an active call.
- The ability to transfer to a phone number directly when there is no match in the destination type (queue, agent, or external).
- A new system property (icc_search_limit) to set the number of records returned in the target list for transfer. The default minimum value is 10 and the maximum value is 25.
- Required OpenFrame Bundle v 1.2.2
- app-openframe-store - 26.11.1 or above
- sn-component-workspace-openframe - 26.9.1 or above
- CSM/FSM Configurable Workspaces
- app-cwf-csm-workspace: 25.0.9 or above
- app-cwf-workspace: 25.0.12 or above