---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Plugin requirements

# Plugin requirements {#ariaid-title1}

* Release version: Zurich
* 
* Updated November 11, 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 plugin for certification, to be made available for use from the ServiceNow® Store.  
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)
  {#plugin-req-hr-icc__ul_wqw_yx4_lgc}  
  App dependency:
  * [External Agent Management Util Pack](https://store.servicenow.com/store/app/b1a9af221b246a50a85b16db234bcbf9) (sn_external_agent)
  * [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) (sn_ct_ctr_it_core)
  * [Omnichannel Callback](https://store.servicenow.com/store/app/b1a9af221b246a50a85b16db234bcbf9)(sn_omni_callback)
  * [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) (sn_openframe)
  {#plugin-req-hr-icc__ul_cl2_2y4_lgc}
* Advanced Work Assignment

  The [External Routing Support](https://www.servicenow.com/docs/access?context=enable-awa-external-routing&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) plugin is required for callback integration with contact centers.
* Agent Workspace, as well as any workspace that works with Agent Chat, Email Interaction, or Messages.
* 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-req-hr-icc__ul_tbx_hyc_v2c}  
  Note:  
  Address the Contact Center Integration Core plugin dependencies prior to downloading the plugin.
{#plugin-req-hr-icc__ul_hn2_stc_v2c}