Plugin requirements for voice and callback integrations with contact centers
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.
Note:
- Verify plugin dependencies against the store listing to ensure you're using the latest compatible versions.
- Prerequisite for CCaaS callbacks: Verify that agents are configured through their contact center integration to receive callbacks and access the ServiceNow Workspace. Agent profiles are synced automatically when agents log in through the contact center connector in OpenFrame. For example, an agent must be able to log in to both the contact center and ServiceNow workspace. The agent presence state must match between both systems, as callbacks only route to available agents. In some cases, the state "available" might be labeled differently in the contact center, such as "on queue." Presence mismatches can prevent agents from receiving callbacks.
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.
- Customer Service Management (CSM)
- Agent Workspace, as well as any workspace that works with Agent Chat, Email Interaction, or Messages.
- Products with Contact Center Integration Core PluginNote:Address the Contact Center Integration Core plugin dependencies prior to downloading the plugin.
In addition to the preceding requirements, Install Omnichannel Callback for Customer Service Management for callback integration with contact centers.