Contact Center Integration Core
ServiceNow components for Contact Center Platform integration
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v1.5.3
Scoped Application
Free-ish (consumes 4 tables)
4 tables
Developer Instance
Sub-Production
Install Trend
First tracked: 2025-01-02
Latest: 2026-09-09 (0 installs)
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| 2026-09-09 | 0 | - |
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About
Allows admins to automatically import data from a Contact Center as a Service (CCaaS) application to facilitate external routing and third-party telephony integration.
- Import records such as queues, skills, and wrap up codes from a third-party into ServiceNow.
- Fetch available records and select the ones you would like to import.
- Associate one or more service channels to each queue that is imported.
- Maintains data consistency between ServiceNow and third-party systems for accurate routing and disposition handling.
Key Features
Key features:
- REST API for mapping ServiceNow User ID to CCaaS User ID
- Admin function for importing queues, skills, and wrap up code data from a CCaaS provider
- Admin function for assigning service channels to imported queues
Version History (8)
v1.5.3
2026-08-07 19:46:19
Changed:
Updated security directives.
Fixed:
Selected queues are now correctly shown on the Assign service channels page.
v1.5.2
2026-03-12 16:51:12
Same functionality as V1.5.1
Certified for Australia family release.
v1.5.1
2026-03-12 16:51:06
Search queries are now sent to CCaaS providers. This allows CCaaS to return only matching values, which reduces the amount of unnecessary data sent...
v1.5.0
2026-01-20 15:07:50
New in this Release:
This new table maps ServiceNow tasks to the CCaaS External Routing implementation, enabling any task type to be configured fo...
v1.4.4
2025-12-11 13:57:38
Queue import workflow was updated to allow multiple service channels to be applied simultaneously.
v1.3.1
2025-09-10 12:17:12
UI changes to align all data import workflows (skills, queues, and wrap-up codes)
Updated field type of provider value to string
v1.3.0
2025-07-31 15:29:40
Added a post-import confirmation page to the queues import workflow
Added an extension point to simplify the creation of CCaaS provider choice rec...
v1.1.0
2025-01-30 16:07:25
New
Ability to import individual pieces of data rather that all records at the same time
Ability to use text to search for specific skills and wr...
ID: 31e69bd1934f4210d72e39797bba10ac · Published: Aug 2026 · Updated: Sep 09, 2026