Implement the Interaction Controls Component (ICC) for contact center integration

  • Release version: Yokohama
  • Updated March 24, 2025
  • 1 minute to read

    • Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow® voice reference architecture.

    About this task

    The Interaction Controls Component (ICC) feature enables CCaaS providers to display native voice integrations so agents can manage customer calls directly from their configurable workspace.

    For more information, see Integrating contact centers with Interaction Controls Component (ICC) for voice calls.

    The voice controls display under the following conditions:
    • The interaction is a phone call.
    • The Enable interaction controls field is enabled on the OpenFrame Configuration record that allows the admin to configure the Agent Workspace to display voice interaction components.
    • The agent is a member of the user group specified on the OpenFrame Configuration record. If no user group is specified, all agents can access the CSM voice interaction record page.
    • Ensure the certified third-party App Store plugin is installed. For Example:

    Before you begin

    Ensure the Interaction Controls Component (ICC) plugin (com.app_interaction_control) is installed to use the ICC voice features for CCaaS.

    Role required: admin

    Procedure

    1. Navigate to All > OpenFrame > Configurations.
    2. Create a new configuration record for the specific CCaaS provider.
      Some CCaaS providers can include OpenFrame configurations for their plugin.
    3. Turn on the interaction controls for OpenFrame by selecting the Enable interaction controls check box.
    4. From the User Group column, select a group and move it to the selected column.
      This is the group of users to whom the OpenFrame configuration applies.
    5. Unlock the URL field.
    6. In the URL field, enter a third-party URL.
      CaaS providers have specific configuration requirements for their plugins. Refer to the relevant contact center documentation for setup instructions.
    7. Select Update.