Plugin requirements

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) 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.

• 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.