Plugin requirements

concept australia Updated Sep 10, 2026 1 min read plugin-req-hr-icc.md

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.

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---
title: Plugin requirements
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/agent-workspace-for-hr-case-management/plugin-req-hr-icc.html
release: australia
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Integration with Contact Center as a Service \(CCaaS\), Use, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# 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](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=%2Fstore%2Fsearch%3Flistingtype%3Dallintegrations%25253Bancillary_app%25253Bcertified_apps%25253Bcontent%25253Bindustry_solution%25253Boem%25253Butility%25253Btemplate%25253Bgenerative_ai%25253Bsnow_solution%26q%3Dcontact%2520center&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=%2Fstore%2Fsearch%3Flistingtype%3Dallintegrations%25253Bancillary_app%25253Bcertified_apps%25253Bcontent%25253Bindustry_solution%25253Boem%25253Butility%25253Btemplate%25253Bgenerative_ai%25253Bsnow_solution%26q%3Dopenframe&sl=sh) \(sn\_openframe\)
-   Advanced Work Assignment

    The [External Routing Support](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/enable-awa-external-routing.md) 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=%2Fstore%2Fsearch%3Flistingtype%3Dallintegrations%25253Bancillary_app%25253Bcertified_apps%25253Bcontent%25253Bindustry_solution%25253Boem%25253Butility%25253Btemplate%25253Bgenerative_ai%25253Bsnow_solution%26q%3Dcontact%2520center&sl=sh) Plugin

    -   [Application Spoke Selector](https://store.servicenow.com/sn_appstore_store.do#!/store/search?listingtype=allintegrations%253Bancillary_app%253Bcertified_apps%253Bcontent%253Bindustry_solution%253Boem%253Butility%253Btemplate%253Bgenerative_ai%253Bsnow_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=%2Fstore%2Fsearch%3Flistingtype%3Dallintegrations%25253Bancillary_app%25253Bcertified_apps%25253Bcontent%25253Bindustry_solution%25253Boem%25253Butility%25253Btemplate%25253Bgenerative_ai%25253Bsnow_solution%26q%3DExternal%2520Agent%2520Mapping%2520Utility%2520Pack&sl=sh)
    **Note:** Address the Contact Center Integration Core plugin dependencies prior to downloading the plugin.