Plugin requirements for voice and callback integrations 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 plugin 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:

• Interaction Controls Component (ICC) (sn_int_control)

  The following plugin and app dependencies are installed as part of the ICC plugin:

  Plugin dependency:

  • Glide Conversation Server (com.glide.cs)
  • Glide Conversation Server Custom Adapter (com.glide.cs.custom.adapter)
  • Appointment Booking (com.snc.appointment_booking) is required for callback integrations.
  • Openframe (com.sn_openframe)
  App dependency:

  • External Agent Management Util Pack (sn_external_agent)
  • Contact Center Integration Core (sn_ct_ctr_it_core)
  • Omnichannel Callback(sn_omni_callback)
  • OpenFrame (sn_openframe)
• Advanced Work Assignment

  The External Routing Support plugin is required for callback integration with contact centers.

• Customer Service Management (CSM)
• Agent Workspace, as well as any workspace that works with Agent Chat, Email Interaction, or Messages.
• Products with Contact Center Integration Core Plugin
  • Application Spoke Selector
  • External Agent Management Util Pack
  Note:

  Address the Contact Center Integration Core plugin dependencies prior to downloading the plugin.

In addition to the preceding requirements, Install Omnichannel Callback for Customer Service Management for callback integration with contact centers.