Interaction Control Component
Integrate native call controls into the CSM Configurable Workspace for agents.
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
| 134 days of no change | ||
| 2026-04-27 | 19 | -19 |
| 5 days of no change | ||
| 2026-04-21 | 18 | +1 |
| 2026-04-20 | 17 | +1 |
| 14 days of no change | ||
| 2026-04-05 | 18 | -1 |
| 64 days of no change | ||
| 2026-01-30 | 19 | -1 |
| 2026-01-29 | 20 | -1 |
| 59 days of no change | ||
| 2025-11-30 | 19 | +1 |
| 25 days of no change | ||
| 2025-11-04 | 18 | +1 |
| 3 days of no change | ||
| 2025-10-31 | 17 | +1 |
| 3 days of no change | ||
| 2025-10-27 | 16 | +1 |
| 11 days of no change | ||
| 2025-10-15 | 15 | +1 |
| 27 days of no change | ||
| 2025-09-17 | 14 | +1 |
| 26 days of no change | ||
| 2025-08-21 | 13 | +1 |
| 7 days of no change | ||
| 2025-08-13 | 12 | +1 |
| 14 days of no change | ||
| 2025-07-29 | 11 | +1 |
| 8 days of no change | ||
| 2025-07-20 | 10 | +1 |
| 8 days of no change | ||
| 2025-07-11 | 9 | +1 |
| 4 days of no change | ||
| 2025-07-06 | 8 | +1 |
| 19 days of no change | ||
| 2025-06-16 | 7 | +1 |
| 26 days of no change | ||
| 2025-05-20 | 6 | +1 |
| 1 days of no change | ||
| 2025-05-18 | 5 | +1 |
| 6 days of no change | ||
| 2025-05-11 | 4 | +1 |
| 38 days of no change | ||
| 2025-04-02 | 3 | +1 |
| 44 days of no change | ||
| 2025-02-16 | 2 | +1 |
| 9 days of no change | ||
| 2025-02-06 | 1 | +1 |
| 6 days of no change | ||
| 2025-01-30 | 0 | +1 |
About
The Interaction Controls Component (ICC) is a framework that enables a Contact Center Platform to integrate with the ServiceNow CSM Configurable Workspace. This framework provides a set of native voice call controls for telephony interactions.
Key Features
This component provides call controls for Contact Center Platform telephony, including:
- Integration with OpenFrame APIs for Interaction Management System (IMS) and logging
- Idle state component with a numeric keypad for dialing outbound calls
- Logout control to log out of the Contact Center Platform
- Softphone user interface for active voice calls:
- Hold and resume calls
- Stop and resume call recording
- Mute and unmute the microphone
- Transfer calls (Consult and Blind Transfer) to queues, agents, or external contacts or numbers
- Disconnect calls
- Flag call quality keypad for sending dual-tone multi-frequency (DTMF) signals
- Multi-participant call list
- Help Request: initiate the help request workflow with supervisors
- Integration with OpenFrame APIs for rendering call controls for Global Call List Component support:
- Multiple call appearances for handling multi-party calls, and multiple calls for separate conversations
- Phone Directory for making new outbound calls to queues, agents, and external numbers stored in the Contact Center Platform
- Call resiliency flow
- Support for callback:
- List of callback numbers
- Dial/Redial customers
- Close callback
- Auto-start countdown timer for start and end of callbacks
- Supervisor flow: monitor, barge-in, and coaching
- User interface for outbound queue selection
Version History (19)
+ 9 more versions