ServiceNow Voice Core release notes

  • Release version: Store
  • Updated February 5, 2026
  • 2 minutes to read
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    Summary of ServiceNow Voice Core Release Notes

    The ServiceNow Voice Core release notes detail version updates and enhancements to the ServiceNow Voice integration available on the ServiceNow Store. These updates focus on security, functionality, and bug fixes to improve user experience and operational efficiency.

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    Key Features

    • Version 5.0.1 (February 2026): Introduces security features including the ability to disable updates to read-only fields and requires a core admin role for administrative operations.
    • Version 4.8.3 (August 2025): Adds a security feature for authenticated access control.
    • Version 4.5.0 (February 2024): Enables voice call routing from Amazon Connect through ServiceNow Advanced Work Assignment (AWA).
    • Version 4.0.0 (August 2023): Supports conversation models for interactions and call transfers.
    • Version 2.0.0 (October 2020): Introduces features like Call Analysis, Transcript & Recording, and support for Outbound Calling.

    Key Outcomes

    These updates enhance the ServiceNow Voice experience by strengthening security protocols, enabling advanced call routing, and improving functionalities for analytics and user management. As a result, customers can expect increased productivity for agents, enhanced reporting capabilities, and a more secure environment for voice operations.

    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 website.

    Version history

    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
    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
    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.
    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
    • 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
    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
    • 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
    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
    • Fixed: Issues with upgrade from v1.1 to 2.x with missing aws artifact, issue with script include scope access
    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
    • Fixed: Issues with upgrade from v1.1 to 2.x with missing AWS artifact
    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.