--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # ServiceNow Voice Core release notes # ServiceNow Voice Core release notes {#ariaid-title1} Release version: Store Updated August 6, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Voice Core release notes ServiceNow Voice Core is a central framework designed to integrate with Amazon Connect and other ServiceNow applications like Cloud Call Center and ITSM. It enables voice-enabled experiences for employees, enhances agent productivity, and offers management insights through reporting and coaching tools. The Voice Core continues to evolve with improvements in security, voice routing, call analysis, and system administration features. Show full answer Show less ## Key Features * **Voice Call Routing:** Integration with Amazon Connect and ServiceNow Advanced Work Assignment (AWA) enables efficient voice call routing and management. * **Call Analysis and Recording:** Provides transcription, recording, and call analytics accessible within Agent and Manager Workspaces, enhancing oversight and quality control. * **Security Enhancements:** Recent versions introduce stricter security controls including disabling updates to read-only fields, authenticated access control, and role-based access requirements for administrative operations. * **Support for Conversation Models and Call Transfers:** Supports modern interaction types such as conversation models and call transfer functionality. * **Configuration and Customization:** Allows instance-level parameter configuration during registration to tailor Voice Core behavior per customer environment. * **Localization and Bug Fixes:** Ongoing fixes include internationalization support and resolution of upgrade and domain separation issues. ## Key Outcomes * **Improved Security and Compliance:** Tightened security directives safeguard sensitive fields and require proper roles for critical configurations, aligning with enterprise security policies. * **Enhanced Agent Efficiency:** Routing via AWA and call analytics empower agents to handle calls more effectively while managers gain actionable insights. * **Integrated Voice Experience:** Seamless voice integration with Amazon Connect and ServiceNow ecosystems supports a unified communication platform for contact centers. * **Flexibility and Scalability:** Parameterized instance configuration and support for new interaction models enable customers to adapt Voice Core to evolving business needs. Version history for the ServiceNow Voice Core integration on the ServiceNow Store. Important: For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. ## Version history Version 5.0.4 - August 2026 : Changed: Updated security directives. Version 5.0.1 - February 2026 : * New in this Release: * Introduction of security features: * disable updates to read-only field for Amazon Connect instance ID * requirement for core admin role for administrative operations, configurations, and system-level access {#store-platcap-rn-servicenow-voice__ul_uvc_zgy_c3c} {#store-platcap-rn-servicenow-voice__ul_lvc_zgy_c3c} {#store-platcap-rn-servicenow-voice__ul_nwd_bhy_c3c} Version 4.8.3 - August 2025 : New in this release: Provides security feature for authenticated access control. Version 4.6.1 - May 2024 : * Fixed: * Security issues * Bug fixes {#store-platcap-rn-servicenow-voice__ul_yn5_kwf_2bc} {#store-platcap-rn-servicenow-voice__latest-servicenow-voice} {#store-platcap-rn-servicenow-voice__latest-servicenow-voice} Version 4.5.0 - February 2024 : * New: * Voice calls from Amazon Connect can now be routed by ServiceNow Advanced Work Assignment (AWA) * The setup guide includes an option for Amazon Connect Contact Contact Flows to use AWA Voice Routing Version 4.0.0 - August 2023 : * Changes include: * Supporting conversation model for Interaction * Supporting call transfers. {#store-platcap-rn-servicenow-voice__ul_lbs_rk5_gyb} {#store-platcap-rn-servicenow-voice__ul_vxk_qk5_gyb} Version 3.1.3 - February 2023 : Fixed: Minor bug fixes. Version 3.1.0 - August 2022 : Fixed: Minor bug fixes and i18n support. Version 3.0.1 - March 2022 : New: Cloud Call Center is now ServiceNow Voice. Version 2.0.8 - February 2022 : New: Cloud Call Center is now ServiceNow Voice. Version 2.0.6 - August 2021 : * New: * Call Analysis, Transcript \& Recording on Agent and Manager Workspaces * Support for Outbound Calling * AWA Queue Integration for Phone Channel Analytics with Workforce Optimization (Paris) * Support for Instance Parameters to configure each instance with custom parameters when first registering an Instance {#store-platcap-rn-servicenow-voice__ul_at3_5qn_mqb} * Fixed: Issues with upgrade from v1.1 to 2.x with missing aws artifact, issue with script include scope access. Domain separation issue with user pin table, security fixes {#store-platcap-rn-servicenow-voice__ul_p41_sqn_mqb} Version 2.0.4 - April 2021 : * New: * Call Analysis, Transcript \& Recording on Agent and Manager Workspaces * Support for Outbound Calling * AWA Queue Integration for Phone Channel Analytics with Workforce Optimization (Paris) * Support for Instance Parameters to configure each instance with custom parameters when first registering an Instance {#store-platcap-rn-servicenow-voice__ul_fql_pqn_mqb} * Fixed: Issues with upgrade from v1.1 to 2.x with missing aws artifact, issue with script include scope access. Domain separation issue with user pin table {#store-platcap-rn-servicenow-voice__ul_eql_pqn_mqb} Version 2.0.3 - February 2021 : * New: * Call Analysis, Transcript \& Recording on Agent and Manager Workspaces * Support for Outbound Calling * AWA Queue Integration for Phone Channel Analytics with Workforce Optimization (Paris) * Support for Instance Parameters to configure each instance with custom parameters when first registering an Instance {#store-platcap-rn-servicenow-voice__ul_fvr_msj_p4b} * Fixed: Issues with upgrade from v1.1 to 2.x with missing aws artifact, issue with script include scope access {#store-platcap-rn-servicenow-voice__ul_xr3_jsj_p4b} Version 2.0.2 - December 2020 : * New: * Call Analysis, Transcript \& Recording on Agent and Manager Workspaces * Support for Outbound Calling * AWA Queue Integration for Phone Channel Analytics with Workforce Optimization (Paris) * Support for Instance Parameters to configure each instance with custom parameters when first registering an Instance {#store-platcap-rn-servicenow-voice__ul_x3t_nqx_xnb} * Fixed: Issues with upgrade from v1.1 to 2.x with missing AWS artifact {#store-platcap-rn-servicenow-voice__ul_stm_mqx_xnb} Version 2.0.0 - October 2020 : New: Call Analysis, Transcript \& Recording, Support for Outbound Calling, AWA Queue Integration for Phone Channel Analytics with Workforce Optimization (Paris). Version 1.1.1 - July 2020 : Fixed: Fixed minor localization issues with UI messages. Version 1.0.1 - April 2020 : Cloud Call Center Core is the central framework that works in concert with the Amazon Connect Integration for Cloud Call Center and Cloud Call Center for ITSM applications to create voice-enabled employee experiences, unlock productivity for agents, and provide management with reporting insights and coaching opportunities.