Openframe release notes

  • Release version: Store
  • Updated June 11, 2026
  • 5 minutes to read
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    Summary of Openframe Release Notes

    The OpenFrame application on the ServiceNow Store provides a robust interface for integrating external Contact Center Platforms (CCaaS) with ServiceNow. It offers a persistent UI frame accessible across the ServiceNow platform, enabling voice and interaction management directly within the agent workspace. OpenFrame continuously evolves to enhance agent productivity, interaction handling, and system security.

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    Key Features

    • Global Call List and Interaction Controls Component (ICC): Enables agents to manage calls using a native call controls interface embedded in Agent Workspace, including opening interactions directly from the global call list and handling calls outside the Configurable Workspace.
    • Softphone Device Settings: Agents can now control speaker and microphone configurations from the Global Call page.
    • Call Resiliency and Callback Support: Supports CCaaS phone call delivery without creating interactions and provides callback lifecycle management (call, close, retry).
    • OpenFrame APIs: Enhanced REST APIs for creating and updating phone interactions (inbound and outbound), managing phone logs, setting presence indicators, and controlling call transfers and wrap-up events.
    • Presence Synchronization: Agent presence status now syncs properly with the softphone on page load, ensuring accurate availability states.
    • Improved Logging and Debugging: Client and server-side logging enhancements, including batched logs, debug enablement, and detailed ICC action logs for better issue tracking and diagnostics.
    • Security and Performance Fixes: Addressed JavaScript vulnerabilities, improved interaction creation performance, and fixed issues related to duplicate phone logs and interaction status updates.
    • UI and Integration Improvements: Extensions for iframe sandboxing, hiding conversation panels during real-time transcription, and supporting additional icons in configurations.

    Practical Benefits for ServiceNow Customers

    • Enables seamless voice interaction management within ServiceNow, improving agent efficiency and customer experience.
    • Offers flexible configuration and control over telephony devices and call handling directly from the agent workspace.
    • Supports advanced call features such as callback management and resilient call delivery without interaction creation, helping maintain call continuity.
    • Facilitates integration with various CCaaS platforms through standardized APIs and event handling, supporting domain separation and security best practices.
    • Improves reliability by resolving known issues with presence syncing, interaction creation, and phone log duplications.
    • Provides robust logging and debugging capabilities to simplify troubleshooting and ensure consistent system performance.

    Version Highlights

    • June 2026 (v29.4.0): Latest app update.
    • May 2026 (v29.3.1): Fixed agent presence sync issue on page load.
    • April 2026 (v29.3.0): Added device settings for softphone audio controls.
    • March 2026 (v29.2.0): Security fix for JavaScript sanitization and click-to-dial improvements.
    • August 2025 (v28.0.0): Major new features including global call list, call resiliency, and callback support.
    • February 2025 (v26.10.0): Introduced comprehensive REST APIs for phone interaction and call control integration.

    Customers can expect continuous enhancements that improve agent workflows, telephony integration, and system security, ensuring OpenFrame remains a powerful tool for contact center operations within ServiceNow.

    Version history for the CSM Openframe application 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 29.4.0 - June 2026 (Australia)
    Changed in this release: Updated OpenFrame App to v29.4.0.
    Version 29.3.1 - May 2026
    Fixed in this release: Agent presence now syncs correctly to the softphone on initial page load. Previously, the agent's availability state was not applied during initialization, requiring a manual status change to restore sync with CCaaS.
    Version 29.3.0 - April 2026 (Australia)
    New in this Release: A new "deviceSettings" capability is available on the Global Call page. Agents can use it to manage speaker and microphone settings for the softphone.
    Version 29.2.0 - March 2026 (Australia)
    • Fixed in this Release:
      • Resolved a JavaScript vulnerability that allowed client-side sanitization to be bypassed.
      • Resolved an issue where click-to-dial was creating multiple outbound interactions.
    Version 27.2.3 - February 2026 (Yokohama)
    Fixed in this Release: Improvements for Interaction creation and update when using domain separation for OpenFrame REST API
    Version 28.2.0 - January 2026
    • New in this Release:
      • OpenFrameAPI - SetICContext includes the following new context for setting the outbound queue selection feature:
        • setICContext("idleState") - displays the queue selection UI when enabled
        • setICContext("agentSettings") - sets the default queue option for the agent
      • Enhanced click-to-dial feature includes outbound queue selection capability when the feature is enabled
    Version 28.1.0 - December 2025
    No updates.
    Version 27.2.2 - November 2025
    Fixed in this Release: Resolved - Partial error handling/logging for failed interaction record retrieval.
    Version 28.0.0 - August 2025
    • New in this release:
      • OpenFrame support for Global call list for Interaction Controls Component (ICC)
        • Allows agents to open a non-Interaction tab with call controls available in the Global call list
        • Allows agents to open Interactions directly from the Global call list via "Open interaction" link
        • Allows agents to handle phone Interactions with call controls from a non-supported Configurable Workspace
      • OpenFrame support for call resiliency
        • Allows CCaaS to deliver phone calls without creating Interactions
      • OpenFrame support for callback functionality
        • Allows agents to use Callback Actions (Call number, Close callback and Retry call) to manage the lifecycle of callbacks
    Version 27.2.1 - July 2025
    • Fixed in this Release:
      • Backward Compatibility: Supports both targetAddress and phoneNumber for an outboundCallInitiated event payload.
      • Resolved: Phone Log not being created for outgoing calls.
    Version 26.11.1 - May 2025
    • Fixed in this Release:
      • Enhanced Interaction Creation and Update: Improved partial error handling when using click-to-call for outbound calls.
      • Resolved Duplicate Phone Log Issue: Fixed an issue where the PATCH voiceInteraction API was creating duplicate Phone Logs when multiple call IDs were passed as input. This issue could occur in the following scenarios:
        • Existing Phone Logs have multiple records with the same Call ID, and the latest values are passed via the PATCH API.
        • New Phone Logs are already created with the same call ID.
    Version 26.10.2 - March 2025
    • Fixed in this Release:
      • Improved Interaction creation performance when using click-to-call for outbound calls.
      • Resolved issue where the Outbound Interaction was not displaying while using click-to-call from a Consumer record.
      • Aligned OpenFrame events naming convention for event name as per best practice.
      • Resolved issue when POST voiceInteractionCreationAPI was not creating phone log record.
      • Resolved issue when PATCH voiceInteraction API was not setting Phone Log and Interaction correctly. This can occur when:
        • existing Phone Log does not get updated with the latest values passed via PATCH API
        • new Phone Logs are created with empty field values
        • short description does not get updated
        • Interaction does not go to "Closed Complete" status even when PATCH API is invoked with state = closed_complete
    Version 26.10.0 - February 2025
    • New in this release:
      • OpenFrame API
        • POST REST API to create phone interaction for inbound call via conversation model
        • PATCH REST API to create phone interaction for inbound call via conversation model
        • REST API for making outbound phone call
        • REST API for transfer work item back to the same queue
        • REST API for creating phone log
        • REST API for phone log creation for transfer flows
        • REST API to notify external integration application that User Session is being Extending
        • OpenFrame getAWAAgentPresence to include available_to_receive_work_items flag as a parameter
        • OpenFrame setPresenceIndicator to include available_to_receive_work_items flag as part of the parameter
    • OpenFrame Events
      • OpenFrame cancel transfer event
      • OpenFrame Wrap-up Event
    • OpenFrame Configuration
      • New feature flag name ICC on OpenFrame Config to be passed to a third-party platform
      • When ICC feature flag on OpenFrame Config is enabled, update the idle state macroponent id
      • Demo data to include a test OpenFrame Configuration to point to a test Interaction Controls Component (ICC) application.
    • OpenFrame Integration to Interaction Controls Component (ICC) - ICC is the new component for a native call controls interface embedded in Agent Workspace. This framework is used by Contact Center platform for voice connector.
      • 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
      • Extenstion point to hide the conversation panel when real-time transcription is turned on/off
      • Extension point to to create and get phone log segments
      • Click to Dial on CSM Workspace with ICC enabled
    • Logging and Debugging
      • Batch the logs on the client side based on the debugging-enabled users
      • REST API to send client-side batched logs to the server-side
      • New debug enablement configuration for server-side logging
      • New ICC Action Logging to OpenFrame component
      • New openframeLog payload to take in logger_enabled_users and the current user details
      • New server-side logger as a component to the controller to collect the logs from active call UI.
    Version 26.6.6 - November 2024
    • New in this release:
      • OpenFrame Client API:
        • on OpenFrame Accepted Event, a new parameter is introduced for "Auto Accept"
        • iframe show & hide API to allow for showing or hiding an iFrame within OpenFrame
        • openFrameAPI.toastMessage can be use to provide warning, error, or info message on Workspace
        • openFrameAPI.log allows for the client to log different type of warning, error, or info messages in client log
    Version 26.3.10 - August 2024
    • New APIs in this release
      • Init function now includes configuration details
        • Configuration SysID
        • Configuration Name
        • Instance URL
        • OpenFrame Configuration allow for other icons not just phone
        • OpenFrame can get presence status from user and update third party platform user status
      • OpenFrame moves from Family to Store Release
    Version 26.3.8 - August 2024
    The interface to integrate external communication systems (Contact Center Platforms) with ServiceNow. This plugin brings a UI frame that is accessible and available anywhere on the ServiceNow Platform.