Interaction Control Component release notes

Version history for the Interaction Control Component 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 4.7.0 - July 2026 (Australia)

Fixed: Fixed incorrect heading hierarchy in the Set idle state capabilities, Set agent capabilities, and Transfer capabilities pages.

Version 3.2.4 - July 2026 (Zurich)

The following issues has been resolved in this release: The Agent-initiated Wrap-Up using Interaction Controls Component (ICC) now works as expected, and allows agents to open the wrap-up modal, select codes, and submit summary notes during active calls.

Version 4.6.0 - June 2026 (Australia)

• New in this release:
  • Agent-initiated Call Wrap-Up:
  • Overflow menu for active calls:
• Fixed in this release: Initiating an outbound call from the Active Call window now populates the caller_phone_number field with the dialed number on the interaction record. This is an ARIA accessibility fix.

Version 4.3.1 - May 2026 (Australia)

New in this release: Accessibility improvements for phone directory, phone search, and supervisor actions.

Version 3.2.3 - May 2026 (Zurich)

• Fixed in this release:
  • The following features have been enhanced to improve user experience:
    • Global Call page – The phone number field now clears automatically after a call is placed, reducing manual steps between calls.
    • Outbound Call page – The Enter key initiates a call only when outbound calling is available, preventing accidental dial attempts.
    • Accessibility – The phone icon inside the "Enter a Number" field is no longer read out by screen readers in browse mode, improving navigation for assistive technology users.

Version 4.2.0 - April 2026 (Australia)

• New in this Release:
  • The Transfer and Phone Directory agent target lists now display real-time agent status and call handling data.
  • The Transfer target list and Phone Directory now support hiding individual target types (Agent, Queue, or External) based on CCaaS platform capabilities.
  • When event tracking is enabled, agent interactions with voice controls are captured as event metrics for Active Call Components and available in Usage Insights under Platform Analytics.
• Fix in this Release:
  • Resolved an issue where events were not published when agents cleared the outbound queue selection.
  • Resolved an issue where the dial pad Phone Directory was missing the Call button for each contact.

Version 3.2.2 - April 2026 (Zurich)

Fixed in this Release: Resolved an issue where events were not published when an agent cleared the outbound queue selection.

Version 4.1.0 - March 2026 (Australia)

New in this Release: Help requested feature - Agents can now request supervisor assistance during an active call directly in the Active Call component. Upon accepting the help request, supervisors can monitor, coach, or barge-in to the call in real time.

Version 3.2.0 - January 2026

• New in this Release:
  • New user interface on the keypad and phone directory for outbound queue selection.
  • New option for Agent to mark the selected queue as default for all outbound calls.
  • Enhanced click-to-dial feature to include outbound queue if queue selection is enabled.

Version 3.1.0 - December 2025

• New in this release:
  • Supervisor Flow: Supervisors gain comprehensive call management capabilities directly within the ICC listing view, ensuring seamless oversight and intervention.
    • NVC Active Call Component: Real-time monitoring, coaching, and barge-in via dedicated buttons.
    • Global Call List: Extended monitoring, coaching, and barge-in capabilities, even in non-interactive pages or non-supported workspaces.
    • CCaaS Context Integration: Dynamic enablement of supported supervisor actions based on call context.

Version 2.2.3 - November 2025

• Fixed in this release:
  • The Phone Number field in the keypad now automatically initiates a call when the user presses the Return key.  Previously, users were required to click thePhone icon to start dialing.
  • ThePhone Number field in the keypad now automatically clears once a call has been initiated.

Version 3.0.2 - September 2025

Fixed in this release: Phone Directory and Transfer Target list now correctly retrieves and displays data from CCaaS.

Version 3.0.1 - August 2025

• New in this release:
  • Interaction Controls Component support for Global call list
    • Global call list for managing one or more calls when user moves away from the Interaction tab.
    • Phone directory in the Global Call Component allowing outbound dialing. Directory contains queues, agents, and external numbers stored in CCaaS.
    • "Open interaction" link in the global call list allows quick access to Interaction records.
  • Interaction Controls Component support for callback functionality.
    • List of callback numbers agents can choose to dial back the customers.
    • Dial customer action allows callback to the customer.
    • Close callback action enables agents to wrap up callback requests.
    • Retry call action helps agents retry dialing the customer if the customer does not answer the phone call.
    • Countdown timer indicates to agents that begin and end of callback happens automatically.

Version 2.2.0 - May 2025

• New in this release:
  • A new tab on the Transfer UI for External (Transfer) when user invokes the transfer feature from an active call.
  • The ability to transfer to a phone number directly when there is no match in the destination type (queue, agent, or external).
  • A new system property (icc_search_limit) to set the number of records returned in the target list for transfer. The default minimum value is 10 and the maximum value is 25.

Version 1.0.3 - March 2025

Fix in this release: Internal fix for UX standard naming convention.

Version 1.0.0 - February 2025

The Interaction Controls Component is a framework that enables a Contact Center Platform to integrate with the ServiceNow Configurable Workspace. This framework provides a set of native voice call controls.