Plugin requirements for external call routing integration with contact centers
For the Interaction Controls Component (ICC) call features to work, you must have a combination of plugins that can be downloaded from the ServiceNow® Store and CCaaS providers.
The
CCaaS providers must integrate
with the
ServiceNow platform . Additionally, they must submit their plugins for certification, to be made available for use from the ServiceNow® Store.
Note:
Verify plugin dependencies against the store listing to ensure you're using the latest compatible
versions.
The following plugins are required to deploy the call control integration with the contact center platform:
- Advanced Work Assignment plugin
- Customer Service Management (CSM)
- IT Service Management (ITSM)
- Agent Workspace, as well as any workspace that works with Agent Chat, Email Interaction, or Messages.
- Plugin dependency: com.sn_openframe
- App dependency: sn_openframe, sn_timer, sn_ct_ctr_it_core
- Products with Contact Center Integration Core Plugin
- OpenFrame