Plugin requirements
For the Interaction Controls Component (ICC) call features to work, you must have a combination of plugins that can be downloaded from the ServiceNow® Store and CCaaS providers.
The CCaaS providers must integrate with the ServiceNow platform. Additionally, they must submit their plugin for certification, to be made available for use from the ServiceNow® Store.
The following plugins are required to deploy the call control integration with the contact center platform:
- Interaction Controls Component (ICC) (sn_int_control)
The following plugin and app dependencies are installed as part of the ICC plugin:
Plugin dependency:- Glide Conversation Server (com.glide.cs)
- Glide Conversation Server Custom Adapter (com.glide.cs.custom.adapter)
- Appointment Booking (com.snc.appointment_booking) is required for callback integrations.
- Openframe (com.sn_openframe)
App dependency:- External Agent Management Util Pack (sn_external_agent)
- Contact Center Integration Core (sn_ct_ctr_it_core)
- Omnichannel Callback(sn_omni_callback)
- OpenFrame (sn_openframe)
- Advanced Work Assignment
The External Routing Support plugin is required for callback integration with contact centers.
- Agent Workspace, as well as any workspace that works with Agent Chat, Email Interaction, or Messages.
- Products with Contact Center Integration Core PluginNota:Address the Contact Center Integration Core plugin dependencies prior to downloading the plugin.