--- 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 --- # Interaction Control Component release notes # Interaction Control Component release notes {#ariaid-title1} Release version: Store Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Version history for the Interaction Control Component application 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 5.2.5 - September 2026 (Brazil) : * Fixed: * The following accessibility improvements have been made for this release: * Corrected role definitions, role associations, and semantic labels for interactive elements * Improved screen reader announcements * Fixed 'More Actions' menu to properly expose semantic structure * Enhanced specialist call handling modes * Improved close button behavior and corrected heading structure * Fixed tab focus and keyboard focus management issues * Fixed dialog-related navigation issues across interactive components * Corrected heading order and structure for improved document navigation * Fixed truncated content and page zoom accessibility issues * Added missing column headers in phone directory tables (Queue, Agent, External tabs) * Fixed status message update after call ends {#store-rn-csm-interaction-control-component__ul_zcr_hvq_lkc} * Keypad and Phone Directory buttons now display selected state correctly * Resolved localization warning {#store-rn-csm-interaction-control-component__ul_kcr_hvq_lkc} Version 4.7.5 - September 2026 (Australia) : * Fixed: * The following accessibility improvements have been made for this release: * Corrected role definitions, role associations, and semantic labels for interactive elements * Improved screen reader announcements * Fixed 'More Actions' menu to properly expose semantic structure * Enhanced specialist call handling modes * Improved close button behavior and corrected heading structure * Fixed tab focus and keyboard focus management issues * Fixed dialog-related navigation issues across interactive components * Corrected heading order and structure for improved document navigation * Fixed truncated content and page zoom accessibility issues * Added missing column headers in phone directory tables (Queue, Agent, External tabs) * Fixed status message update after call ends {#store-rn-csm-interaction-control-component__ul_vr4_3vq_lkc} * Keypad and Phone Directory buttons now display selected state correctly * Resolved localization warning {#store-rn-csm-interaction-control-component__ul_mr4_3vq_lkc} Version 4.7.3 - August 2026 (Australia) : * Fixed: * The following accessibility issues have been resolved in this release: * Corrected role definitions, role associations, and semantic labels for interactive elements * Improved screen reader announcements and accessibility support across the component * Fixed 'More Actions' menu to properly expose semantic structure to assistive technologies * Enhanced accessibility support for specialist call handling modes * Improved close button behavior and corrected heading structure {#store-rn-csm-interaction-control-component__ul_trx_zbv_bkc} {#store-rn-csm-interaction-control-component__ul_lnm_zbv_bkc} {#store-rn-csm-interaction-control-component__ul_dwf_zbv_bkc} Version 3.2.7 - August 2026 (Zurich) : Fixed: Restored agent status payload functionality in Now Voice for Customer Service. Version 4.7.0 - July 2026 (Australia) : Fixed: Fixed incorrect heading hierarchy in the Set idle state capabilities, Set agent capabilities, and Transfer capabilities pages. Version 3.2.4 - July 2026 (Zurich) : The following issues has been resolved in this release: The Agent-initiated Wrap-Up using Interaction Controls Component (ICC) now works as expected, and allows agents to open the wrap-up modal, select codes, and submit summary notes during active calls. Version 4.6.0 - June 2026 (Australia) : * New in this release: * Agent-initiated Call Wrap-Up: * Overflow menu for active calls: {#store-rn-csm-interaction-control-component__ul_vqn_cdp_ljc} * Fixed in this release: Initiating an outbound call from the Active Call window now populates the caller_phone_number field with the dialed number on the interaction record. This is an ARIA accessibility fix. Version 4.3.1 - May 2026 (Australia) : New in this release: Accessibility improvements for phone directory, phone search, and supervisor actions. Version 3.2.3 - May 2026 (Zurich) : * Fixed in this release: * The following features have been enhanced to improve user experience: * Global Call page -- The phone number field now clears automatically after a call is placed, reducing manual steps between calls. * Outbound Call page -- The Enter key initiates a call only when outbound calling is available, preventing accidental dial attempts. * Accessibility -- The phone icon inside the "Enter a Number" field is no longer read out by screen readers in browse mode, improving navigation for assistive technology users. {#store-rn-csm-interaction-control-component__ul_gth_gfc_cjc} {#store-rn-csm-interaction-control-component__ul_yqs_gfc_cjc} Version 4.2.0 - April 2026 (Australia) : * New in this Release: * The Transfer and Phone Directory agent target lists now display real-time agent status and call handling data. * The Transfer target list and Phone Directory now support hiding individual target types (Agent, Queue, or External) based on CCaaS platform capabilities. * When event tracking is enabled, agent interactions with voice controls are captured as event metrics for Active Call Components and available in Usage Insights under Platform Analytics. {#store-rn-csm-interaction-control-component__ul_xmf_rvs_t3c} * Fix in this Release: * Resolved an issue where events were not published when agents cleared the outbound queue selection. * Resolved an issue where the dial pad Phone Directory was missing the Call button for each contact. {#store-rn-csm-interaction-control-component__ul_ism_rvs_t3c} Version 3.2.2 - April 2026 (Zurich) : Fixed in this Release: Resolved an issue where events were not published when an agent cleared the outbound queue selection. Version 4.1.0 - March 2026 (Australia) : New in this Release: Help requested feature - Agents can now request supervisor assistance during an active call directly in the Active Call component. Upon accepting the help request, supervisors can monitor, coach, or barge-in to the call in real time. Version 3.2.0 - January 2026 : * New in this Release: * New user interface on the keypad and phone directory for outbound queue selection. * New option for Agent to mark the selected queue as default for all outbound calls. * Enhanced click-to-dial feature to include outbound queue if queue selection is enabled. {#store-rn-csm-interaction-control-component__ul_y2l_kml_yhc} Version 3.1.0 - December 2025 : * New in this release: * Supervisor Flow: Supervisors gain comprehensive call management capabilities directly within the ICC listing view, ensuring seamless oversight and intervention. * NVC Active Call Component: Real-time monitoring, coaching, and barge-in via dedicated buttons. * Global Call List: Extended monitoring, coaching, and barge-in capabilities, even in non-interactive pages or non-supported workspaces. * CCaaS Context Integration: Dynamic enablement of supported supervisor actions based on call context. {#store-rn-csm-interaction-control-component__ul_dt1_fyn_nhc} {#store-rn-csm-interaction-control-component__ul_qs1_fyn_nhc} Version 2.2.3 - November 2025 : * Fixed in this release: * The Phone Number field in the keypad now automatically initiates a call when the user presses the Return key. Previously, users were required to click thePhone icon to start dialing. * ThePhone Number field in the keypad now automatically clears once a call has been initiated. {#store-rn-csm-interaction-control-component__ul_b15_bp2_dhc} Version 3.0.2 - September 2025 : Fixed in this release: Phone Directory and Transfer Target list now correctly retrieves and displays data from CCaaS. Version 3.0.1 - August 2025 : * New in this release: * Interaction Controls Component support for Global call list * Global call list for managing one or more calls when user moves away from the Interaction tab. * Phone directory in the Global Call Component allowing outbound dialing. Directory contains queues, agents, and external numbers stored in CCaaS. * "Open interaction" link in the global call list allows quick access to Interaction records. {#store-rn-csm-interaction-control-component__ul_zmw_jbv_zfc} * Interaction Controls Component support for callback functionality. * List of callback numbers agents can choose to dial back the customers. * Dial customer action allows callback to the customer. * Close callback action enables agents to wrap up callback requests. * Retry call action helps agents retry dialing the customer if the customer does not answer the phone call. * Countdown timer indicates to agents that begin and end of callback happens automatically. {#store-rn-csm-interaction-control-component__ul_anw_jbv_zfc} {#store-rn-csm-interaction-control-component__ul_bmw_jbv_zfc} Version 2.2.0 - May 2025 : * New in this release: * A new tab on the Transfer UI for External (Transfer) when user invokes the transfer feature from an active call. * The ability to transfer to a phone number directly when there is no match in the destination type (queue, agent, or external). * A new system property (icc_search_limit) to set the number of records returned in the target list for transfer. The default minimum value is 10 and the maximum value is 25. {#store-rn-csm-interaction-control-component__ul_zll_2yv_bfc} {#store-rn-csm-interaction-control-component__ul_txv_dyv_bfc} {#store-rn-csm-interaction-control-component__latest-store-rn-csm-interaction-control-component} {#store-rn-csm-interaction-control-component__latest-store-rn-csm-interaction-control-component} Version 1.0.3 - March 2025 : Fix in this release: Internal fix for UX standard naming convention. Version 1.0.0 - February 2025 : The Interaction Controls Component is a framework that enables a Contact Center Platform to integrate with the ServiceNow Configurable Workspace. This framework provides a set of native voice call controls.