Version history

Version 1.5.2 - March 2026

Same functionality as V1.5.1: Certified for Australia family release.

Version 1.5.1 - March 2026

Search queries are now sent to CCaaS providers. This allows CCaaS to return only matching values, which reduces the amount of unnecessary data sent back to ServiceNow.

Version 1.5.0 - January 2026

New in this Release: This new table maps ServiceNow tasks to the CCaaS External Routing implementation, enabling any task type to be configured for external routing through CCaaS.

Version 1.4.4 - December 2025

Queue import workflow was updated to allow multiple service channels to be applied simultaneously.

Version 1.3.1 - September 2025

• UI changes to align all data import workflows (skills, queues, and wrap-up codes)
• Updated field type of provider value to string

Version 1.3.0 - August 2025

• Added a post-import confirmation page to the queues import workflow
• Added an extension point to simplify the creation of CCaaS provider choice records

Version 1.1.0 - February 2025

• New:
  • Ability to import individual pieces of data rather that all records at the same time
  • Ability to use text to search for specific skills and wrap up codes
  • Post import confirmation summary page for skills and wrap up codes
• Changed: Skills and wrap up codes are no longer automatically fetched from CCaaS provider upon page load. This reduces page load time.

Version 1.0.1 - November 2024

This plugin provides different features that can be integrated with Contact Center as a Service (CCaaS).