Renaud_Larcier | 2020-08-11 16:51:23 UTC | #1
Sorry for being ignorant in that matter
We have a ServiceNow customer portal and use Purecloud for our call center . We have integration between to store conversationID in Servicenow and to display to agents the profile of the customer calling
Now we would like that our customers reach the SN customer portal and have the option, after selecting the nature of their request (skill), to talk to an available agent with that skill To that end we will be able to add to the conversation the langage required so the call can be placed into the right queue What REST service shoudl we use to create the conversation that would land in the correct queue ?
second scenario - customer reach the SN customer portal online and select a call category but request in fact a HD agent to call him back at convenient time for him. Customer leaves those details on the SN customer portal without talking to an agent. In Purecloud UI I know a call back can only be scheduled on a live interaction. Here the customer will not have an interaction with agent when requesting the callback as doing this online only - he will place the requirements of his call back and we would use a service to place that outbound call in a queue at that given time so an agent can do the outbound call . Is that possible ?
Tx Renaud
Tx Renaud
tim.smith | 2020-08-18 13:45:31 UTC | #2
Renaud_Larcier, post:1, topic:8553
Now we would like that our customers reach the SN customer portal and have the option, after selecting the nature of their request (skill), to talk to an available agent with that skill To that end we will be able to add to the conversation the langage required so the call can be placed into the right queue
It sounds like you're asking the customer to call into a queue. A customer placing a phone call has no relation to the person maybe having visited a web page first. This is the purpose of an IVR. When the caller calls in, you can ask them questions to direct them to the correct location. If you don't want to ask them anything, you need to create different phone numbers for each possible destination and have them call the correct phone number for the combination of queue and skills they want.
Renaud_Larcier, post:1, topic:8553
request in fact a HD agent to call him back
You can create callbacks using POST /api/v2/conversations/callbacks, which accepts a variety of routing data.
Renaud_Larcier, post:1, topic:8553
we would use a service to place that outbound call in a queue at that given time
If you want automated outbound dialing, you'll need to set up campaigns. Creating callbacks as above is definitely the easier option.
system | 2020-09-18 13:45:32 UTC | #3
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