Version history

Version 4.1.1 - December 2025

Changed: Granular roles for configuration. sn_cti_core.admin is allowed to configure SN Voice - ITSM related work.

Version 4.0.0 - May 2025

• New:
  • This versions enables Real Time Transcription. The flows on the Amazon Connect will have to be updated to with the ones that are provided as part of this plugin. If you have custom changes on Amazon Connect they will have to be brought into this new flows
  • This version also enables Advanced Work Item Assignment routing and call transfers between agents

Version 2.0.10 - February 2024

Fixed: Upgraded the Node.js version to 18 bug.

Version 2.0.9 - June 2023

Fixed: No functional change; changed the state of the plugin to published.

Version 2.0.8 - February 2023

Fixed: minor bug fixes due to buffer length.

Version 2.0.5 - August 2022

Fixed: Minor bug fixes for i18n.

Version 2.0.4 - February 2022

New: Cloud Call Center for ITSM is now ServiceNow Voice for ITSM.

Version 2.0.2 - August 2021

• New:
  • Updated cloud formation template to support node.js 14.x runtime for Lambda
  • Outbound flow template for ITSM Demo Queues for setting up Phone channel Analytics and Queue based routing

Version 2.0.0 - October 2020

• New:
  • Outbound flow template for ITSM
  • Demo queues for setting up Phone Channel Analytics and queue based routing

Version 1.0.1 - April 2020

Cloud Call Center for ITSM integrates the robust capabilities of ServiceNow's IT Service Management applications with the advanced capabilities of cloud call center providers to provide exciting new experiences for all employees.