---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Plugin requirements for external call routing integration with contact centers

# Plugin requirements for external call routing integration with contact
centers {#ariaid-title1}

Release version: Yokohama  
Updated March 28, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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](https://store.servicenow.com/sn_appstore_store.do#!/store/application/31e69bd1934f4210d72e39797bba10ac/1.1.0?referer=/store/search?listingtype=allintegrations%253Bancillary_app%253Bcertified_apps%253Bcontent%253Bindustry_solution%253Boem%253Butility%253Btemplate%253Bgenerative_ai%253Bsnow_solution&q=contact%20center&sl=sh) Plugin
  * [Application Spoke Selector](https://store.servicenow.com/sn_appstore_store.do#!/store/search?listingtype=allintegrations%3Bancillary_app%3Bcertified_apps%3Bcontent%3Bindustry_solution%3Boem%3Butility%3Btemplate%3Bgenerative_ai%3Bsnow_solution&q=application%20spoke%20selector)
  * [External Agent Management Util Pack](https://store.servicenow.com/sn_appstore_store.do#!/store/application/9b13f51343083110bbf3b50afbb8f2f9/1.1.0?referer=/store/search?listingtype=allintegrations%253Bancillary_app%253Bcertified_apps%253Bcontent%253Bindustry_solution%253Boem%253Butility%253Btemplate%253Bgenerative_ai%253Bsnow_solution&q=External%20Agent%20Mapping%20Utility%20Pack&sl=sh)
  {#plugin-requirements-for-external-call-routing-integration-for-contact-centers__ul_tbx_hyc_v2c}
* [OpenFrame](https://store.servicenow.com/sn_appstore_store.do#!/store/application/3d7925f9eb5002003e97afcef106fee6/26.10.2?referer=/store/search?listingtype=allintegrations%253Bancillary_app%253Bcertified_apps%253Bcontent%253Bindustry_solution%253Boem%253Butility%253Btemplate%253Bgenerative_ai%253Bsnow_solution&q=openframe&sl=sh)
* 
{#plugin-requirements-for-external-call-routing-integration-for-contact-centers__ul_hn2_stc_v2c}