---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# ICC voice call features

# Interaction Controls Component (ICC) call features {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read
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## Summary of Interaction Controls Component (ICC) call features

The Interaction Controls Component (ICC) call features integrate voice call capabilities and core contact center functions within the ServiceNow Agent Workspace, particularly in the Customer Service Management (CSM) Configurable Workspace.
This integration streamlines call handling, enhances agent productivity, and supports intelligent routing and workforce engagement management (WEM).
Show full answer Show less  
ICC enables agents to manage incoming, ongoing, and outgoing calls with embedded call controls, real-time call data, and interaction record management, improving operational efficiency and customer service quality.

## Key Features

* **Interaction Record:** Automatically created for each call, allowing agents to view call details, transcripts, wrap-up options, and customer context during and after calls.
* **Active Call Component:** Embedded in the interaction page, with controls to hold, mute, record, and transfer calls, plus real-time call duration and hold time display.
* **Global Call Component:** Accessible across workspaces via OpenFrame integration, enabling agents to manage calls while navigating different screens.
* **Inbox Alert Card:** Notifies agents of inbound calls with options to accept or reject directly from Agent Workspace.
* **Customer Context Features:** Includes contact information, customer history, and knowledge base search to assist agents in resolving issues efficiently.
* **Wrap-Up Assistance:** Now Assist generates call summaries and suggests wrap-up codes, which agents can review and finalize.
* **Call Transfer:** Supports consult (with call context sharing) and blind transfers, allowing agents to hold calls and select transfer methods seamlessly.
* **Agent Help Request and Real-Time Availability:** Supervisors can coach agents during calls; agent availability updates facilitate informed call transfers.
* **Agent-Initiated Call Wrap-Up:** Enables agents to start wrap-up during active calls to reduce post-call workload.
* **Phone Directory and Outbound Calls:** Agents can dial manually, use phone keypad, or select contacts from integrated directories for outbound calls and callbacks.

## Practical Benefits for ServiceNow Customers

By leveraging ICC call features, ServiceNow customers can expect a unified and efficient call management experience within their existing Agent Workspace environment. Agents gain access to comprehensive call controls and customer context without switching screens, enabling faster resolution times and improved customer satisfaction.

The integration supports intelligent routing and workforce engagement tools, enhancing contact center operations and agent performance. Features like automatic call records, wrap-up automation, and real-time availability updates reduce manual tasks and improve workflow continuity.

Overall, ICC call features empower ServiceNow customers to deliver seamless voice interaction experiences while maintaining full control and visibility over contact center operations.  
Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC).  
The core features and capabilities of the contact center include:

* Voice interaction feature
* Intelligent routing
* Workforce engagement management (WEM)
{#interaction-controls-component-icc-call-interaction-features__ul_fq5_m4j_1gc}  
Note:  
To use voice call capabilities available with Interaction Controls Component (ICC) integration, see [Interaction Controls Component (ICC) for voice calls](https://www.servicenow.com/docs/cs4FGW~2i93v1jwc4jbo3w "The ServiceNow Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view, equipping them with the tools needed to enhance agent productivity and customer experience.").

Use the ICC call control features with the existing contact center core features to promote streamlined operations and an enhanced agent experience. The following features are available within
call interactions, and are numbered alongside the image as follows.

## Overview of ICC call interaction features within CSM Configurable Workspace {#interaction-controls-component-icc-call-interaction-features__section_wtw_4w1_cgc}

Figure 1. ICC call features

The following table outlines the key call control features available when integrated with ICC within CSM Configurable Workspace.
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| Callout | Feature | Description |
|-|-|-|
| 1 | Interaction record | View an interaction record within the global call component in the supported workspace, such as CSM Configurable Workspace. |
| 2 | Active call component | Use the active call features to manage incoming, ongoing, and outgoing calls, which is available as an embedded component within the open interaction page. |
| 3 | Global call component | Enable agent movement between screens in the ServiceNow instance by displaying real-time call data in the component panel. |
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## Interaction record page features within the CSM Configurable Workspace {#interaction-controls-component-icc-call-interaction-features__section_smg_sw1_cgc}

An interaction record is automatically created for each call. Opening the interaction record expands any voice interaction to show additional call details, including call transcript, wrap-up options, and customer context. The agent can view and update this record during the call and in the wrap-up interaction.  
Note:  
You can use an identity property and extension point, to hide the conversation panel when real-time transcription is turned on or off. See: [Show or hide the conversation panel](https://www.servicenow.com/docs/5szwdF6pmLJYDXymoVsmbw "Show or hide the conversation panel in the real-time transcription (RTT) interface using the rtt_show_conversation_tab identity property. This feature allows the contact center providers to control the visibility of the conversation panel using the identity property.")

The Interaction record page contains several other features that can be used to assist agents resolve customer issues while on call. Description of these features, such as record information, customer history, and KB search are
available in the next table. For feature information, see [CSM voice interaction record page](https://www.servicenow.com/docs/X_JVMZXSl0X7C6qsAwF23w "The CSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.").

Agents can also view interaction record details in unsupported workspaces with the call resiliency capability. See: [Call resiliency](https://www.servicenow.com/docs/TcUI9k9UqM~HhWeMNOkY1Q "Call resiliency for Contact Center as a Service (CCaaS) delivers phone calls to Agent Workspaces without creating an Interaction in the ServiceNow instance. This capability verifies uninterrupted and reliable call management.").

The Interaction records page surfaces capabilities that assist agents both during and after calls. The following table describes additional features that are embedded within the record page.
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| Feature | Description |
|-|-|
| Inbox alert card | When an inbound call comes through, choosing to accept or reject the call appears as an inbox notification. Manage inbound calls by accepting or rejecting them directly from the Agent Workspace. If an agent chooses to accept a call, they're navigated to the embedded active call window within the Interaction page. |
| Record information | An agent is able to view and update the record during their call. This section displays details of the task or case linked to the interaction. See [CSM voice interaction record page](https://www.servicenow.com/docs/X_JVMZXSl0X7C6qsAwF23w "The CSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls."). |
| Contact information | This section displays customer contact details, such as phone number and email. The agent can verify, identity, and use this information for follow-ups. |
| Customer history | Agents can open an overview of the customer and their interaction history, and also display a timeline of all previous agent interactions. The agent can use this context to identify recurring issues or follow up on earlier cases. |
| Troubleshoot and KB search | This feature surfaces relevant knowledge articles based on the call context. The agent can browse suggested content or manually search knowledge base articles to support troubleshooting. |
| Wrap up | Now Assist automatically generates a call summary and adds it to the interaction. The agent can review the summary, select either suggested or generated wrap-up codes from Now Assist, add additional notes, and end the interaction. Note: Enable the call transcription capability to implement this feature. |
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## Active call component {#interaction-controls-component-icc-call-interaction-features__section_ytt_hlr_hjc}

Active call components are available via integration with ICC.

The agent can monitor interactions and access them using the call control panel, which provides call control buttons such as record, mute, hold, and transfer (consult or blind). Additionally, real-time call data is shown, such as
the call's associated interaction record, hold time, and call duration. Moving away from the interaction page to another area of the workspace automatically opens the global call component.  
* Active call: When an agent is in an active call, the associated interaction record displays. Selecting the link opens the interaction record in a new tab. During an active call, you can use buttons to hold, start, or stop recording, mute yourself or other parties, and transfer calls to a queue, other agents, or external numbers.

  Overflow menu
  :   Access primary call controls (Recording, Hold, Mute, Transfer, and Help Request) directly on the active call interface, with additional CCaaS-defined actions available through an overflow menu when controls exceed five
      or available display width is crossed. See [Implement the overflow menu for active calls](https://www.servicenow.com/docs/7WBjMw76YOlH1VlZeOyWNA "Configure the toolbar layout order for the active call component so that call control buttons exceeding the available toolbar slots appear in the overflow menu.").

  Agent help request
  :   Agents get notified when a supervisor is coaching or has joined an active call while monitoring agents directly through the CCaaS system. See [Agent help request for voice calls](https://www.servicenow.com/docs/yRzK7oLxbrWx6LKhiOyLQA "Agents can request supervisor assistance during active customer calls by submitting help requests with context and reason. They receive real-time notifications when supervisors coach or barge in to help them resolve customer issues.").

  Real-time availability update
  :   Agents get accurate availability status updates for other agents, supporting informed transfer decisions. Agent availability status updates in the transfer list and phone directory in real-time during call
      transfers.

  Agent-initiated call wrap-up
  :   Agents can initiate call wrap-up during an active call reducing reliance on post-call recall and shortening the time they spend on wrap-up tasks after the call ends. See [Call Wrap-Up](https://www.servicenow.com/docs/JFNRcTm6com8asQ~vUJ_gA "Call wrap-up enables agents to open the wrap-up modal, select wrap-up codes, and submit summary notes during an active call, so that call context is captured in real time.").
* Call transfer: Transfers calls using either consult or blind transfer methods. In a consult transfer, you can share the call context with the external contact before completing the transfer. A blind transfer immediately transfers the call to the external contact. Follow these steps to better assist a customer using the 'call transfer feature:

  Initiate call transfer
  :   Select the transfer icon on the active call component, which places the customer call on hold.

  Select Receiving agent
  :   Choose the agent to transfer the call to from the Agent's list.

  Choose transfer method
  :   Choose Consult or Blind transfer methods:
      * Use Consult to talk to the agent before transferring the call. You can Merge calls by combining your call with the new agent's call, or Leave \& Transfer calls by disconnecting from the call and transferring the call directly.
      * Blind: Transfer the call directly without consultation.
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## Global call component {#interaction-controls-component-icc-call-interaction-features__section_wtr_3lr_hjc}

The global call component enables agents to access call controls and embedded functionality within any workspace that supports the ICC enabled call features. The global call components are available via OpenFrame integration. See: [Global call list](https://www.servicenow.com/docs/1i0tdduQg1bF6CMBjdspSA "Use the global call list capability enabled via OpenFrame integration. Access call controls to manage voice calls using the phone icon available in any workspace within your ServiceNow instance to ensure efficient call management without losing access to call controls.").  
This component is used to make and manage outbound and incoming calls. Agents can switch between workspace anywhere within the application while taking ongoing calls. If an agent switches to a non-interaction tab during an ongoing call, the call continues to be active. All other active call controls can be accessed from this component.

* Outbound call: Initiates outbound calls to contact the customer. Use the phone keypad to dial manually, or select the call icon on the record phone field for direct calls. Avail the phone directory for ease of making outbound calls.
*
  * Callbacks: Outbound calls also support customer callback requests. When enabled and integrated within CSM, the agent can follow up on a callback request by manually completing an outbound call.  
    Note:  
    For more information on callbacks, view [Callback interaction features](https://www.servicenow.com/docs/0kXzC3wyxeN2cTsXeR9nmg "Integrate callback voice capabilities and core contact center functions into Agent Workspace using Interaction Controls Component (ICC) to streamline call handling and enhance the agent experience.")
  * Phone directory: Agents can use the integrated address book to make outbound calls to queues, other agents, and external numbers. They can also enter a phone number directly in the global call list window to make calls. See: [Phone directory](https://www.servicenow.com/docs/qkB3uYLaeUNC3xHud7Rj5Q "The phone directory enables agents to make outbound calls to queues, other agents, and external numbers from their ServiceNow instance.").
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