---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Interaction Controls Component

# Interaction Controls Component {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Interaction Controls Component (ICC) is a component that allows for a native call controls interface embedded in Agent Workspace.

* Create state context in OpenFrame to read the state of idle and active call state
* Create the state context in OpenFrame to read the state of transfer
* Provide iframe sandbox parameters to allow iframe access to security features and to enable additional iframe restrictions
* Create an extension point implementation to hide the conversation panel when real-time transcription is turned on/off
* Create an extension point implementation to create and get phone log segments
* Implement Click to Dial on CSM Workspace with ICC enabled
* Seismic event emitted to the Polaris shell via Active call component when any action clicked related to the transfer component
* Screen pop for Interaction should be available on Dialpad and Click-to-call outbound call
* sn_openframe.create_interaction will be ignored when using ICC. All inbound and outbound calls will have interactions created.

{#interaction-controls-component__ul_z2l_js2_tdc}

Use Interaction Controls Component (ICC) and OpenFrame to integrate with the voice channel for contact centers. For more information, see [Interaction Controls Component (ICC) for voice calls](https://servicenow-prod.fluidtopics.net/5vm4JaTJludrCAn7oSQXBg "The ServiceNow Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view, equipping them with the tools needed to enhance agent productivity and customer experience.").