Openframe release notes

  • Release version: Store
  • Updated June 11, 2026
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    Summary of Openframe Release Notes

    OpenFrame is a ServiceNow Store application that integrates external Contact Center Platforms (CCaaS) with ServiceNow, providing a UI frame accessible throughout the platform. It enhances agent interaction with telephony systems by embedding call controls, managing call states, and supporting interaction logging and presence synchronization. The release notes detail updates from August 2024 through June 2026, focusing on new capabilities, bug fixes, API enhancements, and improved integration with ServiceNow Agent Workspace and Interaction Controls Component (ICC).

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    Key Features

    • Global Call List and Call Controls: Agents can manage calls from a non-Interaction tab, open interactions directly from the call list, and handle calls in Configurable Workspace environments.
    • API Enhancements: Multiple REST APIs enable creation and updating of phone interactions, outbound calls, phone logs, callback management, and session notifications. APIs now support outbound queue selection and enhanced presence flags.
    • Device Settings Management: Agents can configure speaker and microphone settings directly from the softphone interface.
    • Improved Presence Synchronization: Agent presence syncs correctly on initial page load, ensuring accurate availability states without manual intervention.
    • Security and Performance Fixes: Resolved JavaScript vulnerabilities and improved performance of interaction creation, especially with click-to-dial features.
    • Call Resiliency and Callback Support: Support for call resiliency allows calls without immediate interaction creation; callback lifecycle actions are now manageable by agents.
    • Logging and Debugging: Enhanced client and server-side logging capabilities, including batch log transmission and debug configurations, improve monitoring and troubleshooting.
    • OpenFrame Configuration and Customization: New feature flags, sandbox iframe parameters, and extension points enable tailored integration and UI behavior, such as hiding conversation panels during transcription.

    Practical Outcomes for ServiceNow Customers

    • Seamless integration of telephony controls within the ServiceNow platform, improving agent efficiency and reducing context switching.
    • Reliable presence synchronization and interaction logging ensure accurate tracking of agent availability and call activities.
    • API-driven interaction management supports custom workflows and automation, enhancing contact center operations.
    • Enhanced security and performance updates minimize risks and optimize system responsiveness.
    • Greater flexibility in call handling, including callback and resiliency features, improves customer experience and operational continuity.
    • Improved debugging tools facilitate faster issue resolution and better system maintenance.

    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.